.We Put the World on VacationAt Travel + Leisure Co., our mission is simple: to put the world on vacation. With a focus on vacation ownership, travel memberships, and exchange programs, we're shaping the future of leisure travel by creating new possibilities for vacationers. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.KEY RELATIONSHIPS:IT Service Desk Team Leader & ManagerIT Service Desk team membersIT DirectorAll T+L (incl. Brands) staff with IT issues or queriesPRIMARY OBJECTIVES:The Junior ServiceDesk Analyst will be responsible for providing 24/7/365 L1 support to all internal T+L staff as part of the Global ServiceDesk Team. Tasks will include but are not limited to: Phone, Email, Self-service, Chat Incident Management. Additionally, tasks will include managing all interactions through request management, installing software, L1 troubleshooting, remote management, Escalation and Priority Management while providing an exceptional customer experience. The Junior Service Desk Analyst will also be the first line of support to our business partners and will develop omni-channel support and relations on a Global Level. The successful candidate will work as part of the larger Global IT Team and have the initiative to work alone.PRINCIPAL RESPONSIBILITIES:Provide L1 Support through all Business Interactions in accordance with IT Global Policies & Procedures.Resolve L1 incidents within given SLA's.Meet the KPI outlined.Collaborate with L2 and L3, Incident Management Teams.Build and document IT procedures for training purposes (Knowledge Base Management).Provide remote IT training for new and current staff and systems.Work on special projects as assigned from the Service Desk Manager. Ensure all jobs are documented and closed correctly to maintain a high level of Customer satisfaction.Display a Count On Me! service to all internal and external parties.Show integrity in all aspects of the position by doing the right thing, taking responsibility, and delivering on the promise.Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible.KEY POSITION CRITERIA:A committed team player that will take control of all tasks assigned to them.Bi-lingual – Fluent Spanish & English.Impeccable Client Manner & "Count on me" work ethic.IT Skills/Experience preferably but not essential.A hands-on, problem-solving, "can-do" attitude.Excellent customer service skills.Flexibility to work productively in a fast-paced, high growth and changing environment that includes shift work and after-hours rotation.Contact Center Experience in a team environment, working to tight deadlines.Microsoft Certification and/or training will be highly regarded but not essential