Technical Support Analyst for Hospitality

2 weeks ago


Dover, Delaware, United States Marriott Full time
JOB SUMMARY


As a key member of the IT Service Delivery team, the Support Analyst is responsible for providing initial level operational, functional, and technical assistance for Marriott's mobile applications and Mobile Guest Services. This role encompasses basic network connectivity and troubleshooting tasks.

The Analyst independently resolves contact requests and escalates issues to the relevant Marriott business units or global technology teams as necessary. Documentation of case notes will be performed in accordance with established protocols. The position operates under general supervision to complete routine assignments and may involve additional projects as directed by the Support Manager. Given that the Service Desk functions 24/7, flexibility in scheduling is essential for this role.

CANDIDATE PROFILE
Education and Experience

Required:
3+ years of general work experience, including at least one year in one or more of the following areas:

- Business application support within a call center setting
- Technical customer service
- Hotel front or back office operations (sales, rooms management)
- High school diploma or equivalent

Preferred:
- Professional certifications such as ITSM, ITIL, or HDI
- Familiarity with contact center tools, including incident ticketing and call distribution systems
- Experience in supporting mobile device applications and operating systems
- Core knowledge of Marriott's primary business applications and systems
- Proven track record of strong customer service
- Ability to effectively manage complaint resolutions
- Experience with Property Management Systems or Business Application systems
- Strong written and verbal communication skills
- Proficient in listening and persuasion
- Background in supporting change management initiatives
- Strong team collaboration skills
- Experience with Knowledge Management products
- Proficiency in Microsoft Office and general desktop/laptop troubleshooting.

CORE WORK ACTIVITIES
- Responds to customer inquiries via phone, email, or chat in a timely manner, adhering to departmental policies.
- Creates and updates Help Desk incident or service tickets as per established procedures.
- Delivers exceptional customer service and follow-up for all Help Desk inquiries.
- Maintains and reviews documentation related to supported products and operating procedures.


Understands the correct procedures for logging into the ACD and maintaining availability status when not on scheduled breaks or other commitments with the Manager.

- Assists colleagues with support issues and escalations as needed.
- Escalates issues to higher-level support and/or on-call support as well as critical issues to the Support Manager.
- Engages in basic tasks such as analysis, auditing, forecasting, research, and report generation.
- Responds to and resolves standard business requests with limited risk.
- Takes responsibility for personal work and contributes to team and departmental outcomes.
- Adheres to internal and external Service Level Agreements and standard operating procedures.
- Performs additional duties as required.

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