IT Helpdesk Agent

Summary

The Opportunity

Hyatt is looking for an IT Helpdesk Agent to join its team in Palma de Mallorca, Spain.

In this role, you will act as the primary point of contact for colleagues and hotel teams, providing technical support and customer service. You will manage their inquiries through to resolution, escalating issues to higher-level IT specialists or external service providers when appropriate.

Who We Are

At Hyatt, we believe in the power of belonging and in creating a culture of care, where our colleagues become family. Since 1957, our colleagues and guests have been at the heart of our business and have helped Hyatt become one of the world’s leading and fastest-growing hospitality companies.

Our purpose is to care for people so they can be their best. We turn trips into journeys, encounters into experiences, and jobs into careers.

The Role

You will report to the IT Helpdesk Supervisor.

Key responsibilities include:

• Providing first-level technical support for colleagues in hotels and offices.
• Documenting interactions, incidents, and resolutions in the ticketing system.
• Acting as the single point of contact and taking ownership of issues from the time they are reported through to resolution.
• Administering and maintaining user access to all managed systems and applications.
• Providing ongoing updates to colleagues and hotel teams on the status of their requests.
• Triaging tickets to the appropriate support groups, including escalating major incidents appropriately.
• Working with Senior Agents and Level 2 support teams to route issues to the appropriate groups.
• Demonstrating a commitment to Hyatt’s core values.

The responsibilities outlined above are not intended to be all-inclusive. Other duties and responsibilities may be assigned as needed.

Who You Are

You are customer-focused, organized, collaborative, and comfortable troubleshooting technical issues. You communicate clearly, take ownership of requests, and work well with colleagues and support teams. You also share Hyatt’s core values of empathy, inclusion, integrity, experimentation, respect, and wellbeing.

Benefits

• Company-paid health insurance.
• Discounts at Hyatt hotels.
• 12 complimentary hotel nights per year.
• Payflow, offering flexibility to access your salary.

We Welcome You

Research shows that individuals often apply for jobs only when they meet all the listed qualifications. If you do not meet every requirement but feel inspired by this opportunity and believe you can bring value, we encourage you to apply.

We would love to learn more about your experience and discover how you could help make Hyatt even better.

This job description is not intended to be all-inclusive; additional responsibilities may be assigned as needed.

Qualifications

Qualifications

• Experience: At least 1–2 years of experience in a support role. Experience in the hospitality industry is a plus.
• Education: IT vocational training or a bachelor’s degree in Computer Science or Information Technology is preferred. Significant work experience may be accepted in place of IT vocational training or a bachelor’s degree.
• Computer skills:
  • Very good knowledge of standard applications such as Microsoft Office.
  • Knowledge of network infrastructure and systems is a plus.
  • Good knowledge of at least one of the following: Microsoft administrative tools, Oracle PMS, or POS solutions.

Additional Comments and Requirements

• Advanced English; work will be conducted in English.
• Adaptability and the ability to thrive in a demanding, fast-paced, customer-focused environment.
• Ability to maintain the confidentiality of information and items as required.