Job Title

As a 1st Level IT Specialist for Hotel Support, your primary responsibility will be to provide technical support to hotel staff and stakeholders in French Language, ensuring smooth IT operations within the hotel environment. The Resource will be working in the Northern and Central America hours, preferably Evening or timesheet. You will be the first point of contact for IT-related issues and will provide prompt and effective resolution or escalate to higher-level support teams when necessary. This role requires strong problem-solving skills, excellent customer service, and the ability to work in a fast-paced hospitality environment. Helpdesk Support: Receive and respond to IT support requests via various communication channels (phone, email, ticketing system). Provide timely and professional assistance to hotel staff and guests, addressing their IT-related issues or inquiries. Troubleshooting and Problem Resolution: Diagnose and resolve basic IT issues, including hardware, software, network, and connectivity problems. Assist with user account management, password resets, and access rights management. Software and Application Support: Provide support for common hotel software applications such as property management systems, reservation systems, and point of sale systems. Assist users with software installations, configurations, and usage.Network Support: Assist with basic network troubleshooting, including Wi-Fi connectivity, network access, and network printer issues. Escalate issues to the next level Documentation and Knowledge Base: Maintain accurate records of support requests, resolutions, and frequently asked questions. Contribute to the development and maintenance of a knowledge base for future reference.Customer Service: Deliver exceptional customer service to the requesters, ensuring a positive and professional experience. Actively listen to user concerns, empathize with their situations, and provide clear instructions and explanations.Collaboration and Escalation: Collaborate with other IT team members to resolve complex issues or escalate to higher-level support teams as needed. Provide detailed and accurate information when escalating issues, ensuring effective handover.Continuous Learning and Improvement: Stay updated with emerging technologies, industry trends, and best practices related to hotel IT support. Participate in training programs to enhance technical skills and knowledge.