IT Service Delivery support(ITSM and ITAM)

The individual will provide Remote Level 1 & 2 Production and Application Support for Hilton Worldwide Digital Key System and Connected Room.

The individual will provide live phone support during daytime/evening/weekend hours and participate in an on call rotation

The individual is responsible for working on requests and incidents based on client's tickets, using the documentation and procedures put in place in their business unit.

The individual will escalate issues to the manager and/or the appropriate team based on complexity and priority.

The individual should be a technically savvy, customer-focused individual who will be working directly with the client and have great communication skills

General Duties and Tasks

• Acknowledge, Analyze, Manage & Resolve L1/ L2 Digital Key and Connected Room Incidents in ServiceNow
• Participate in the real time on call support daytime/evening/weekend hours and shift rotation
• Real-time support for Hilton's Connected Room support line and perform L1 troubleshooting during daytime/evening/weekend hours and shift rotation
• Incident Ownership
• Engage in customer follow-up for related issues
• Work with hotels real-time to resolve issues
• Maintain SLAs
• Recurring Incident Problem Management
• Work with appropriate teams for research assistance