Nature, Outdoors, Scenery, Land, Landscape, Ice, Mountain, Vegetation, Snow, Cross

Service Desk Engineer

Service Desk Engineer

  • 九段北, Chiyoda-Ku, Tokyo, Japan, 102-0073
  • IT - Internal Support
  • Full Time
  • Travel + Leisure Co.

Put the World on Vacation

At Travel + Leisure Co. our mission is simple: to put the world on vacation. We turn vacation inspiration into exceptional travel experiences through nearly 20 of the world’s leading travel brands under Wyndham Destinations, Panorama, and Travel + Leisure Co. Together we’re shaping the future of the travel industry by creating new possibilities for vacationers. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business. 

POSITION REPORTS TO:

Service Desk Manager

POSITIONS REPORTING TO THIS POSITION:

Nil

KEY RELATIONSHIPS:

IT Service Desk Supervisor

IT Service Desk team Leader

IT Service Desk team members

IT Network Engineers

IT Senior Director

All Wyndham VRAP staff with IT issues or queries (End User Support – special focus on Japanese staff)

PRIMARY OBJECTIVES:

To actively contribute to the company vision of making holiday dreams come true by providing support, as part of the Service Desk to our staff and perform tasks assigned from the Service Desk to meet the needs of all business units and ensuring excellence in client satisfaction and resolution. To provide phone support on the Service Desk to our staff and working on assigned tickets (incidents/requests) and remote desktop support which includes RDP, MS Teams business tools used to remotely assist staff with support enquiries.

A positive “can do” attitude with “count on me” service is very important. Service Desk Engineers need to be able to work alone and in a team.

Responsible for providing technical support to our corporate and remote locations for computers, peripherals and applications and assist cross functional teams with the maintenance and testing of infrastructure components to include but not limited to servers, network equipment and PBX systems. 

This role will work with an international Service Desk Team but be the only engineer in Japan. Support of Japanese based staff is the primary responsibility but regional support of staff across Asia Pacific region is also included.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

  • Provide advanced Desktop and phone support, where applicable to our local and remote customers while resolving all incidents within each BU’s identified service levels.
  • Application support of internal system – MICCS
  • Perform installs, moves, adds or changes (IMAC) to meet customer needs.
  • Work with vendors as needed to resolve computer and/or application issues.
  • Identify and escalate situations requiring urgent attention to Management or the appropriate support organization.
  • Answer all calls and provide exceptional customer service and provide support according to Department Procedures and Policies.
  • Participate in on-call rotation to ensure support coverage for emergency situations, where applicable.
  • Document and complete assigned tickets within the defined priority SLA and escalate to manager when outside SLA.
  • Meet the KPI outlined.
  • Collaborating within the team across call queue service levels
  • Liaise with Orlando team and support engineers for all US application issues & efficient resolution of problems
  • Creating and managing all user accounts in Active Directory following Department Policies and Procedures
  • Creating and managing all user accounts in MS Exchange following Department Policies and Procedures
  • Creating and managing user application access (US and Asia Pacific) following Department Policies and Procedures
  • Creating and managing users profiles on Telephony (Mitel/Cisco/Aspect/etc) following Department Policies and Procedures
  • Build and document IT procedures for training purposes
  • Maintain and update IT websites
  • Provide remote IT training for new and current staff and systems
  • Build hardware remotely via MS SCCM and install applications
  • Work on special projects as assigned from the Service Desk Manager. Ensure all jobs are documented and closed correctly to maintain high level of Customer satisfaction.
  • Display innovation through inspiring, creating and improving processes and products. 
  • 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. 
  • Ability to negotiate and resolve conflicts.
  • A hands-on, problem-solving, “can -do” attitude.
  • Flexibility to work productively in a fast paced, high growth and changing environment that includes shift work and after-hours on-call rosters.
  • 1-2 years’ previous work experience in an IT operations environment or IT related degree
  • Experience in a team environment, working to tight deadlines
  • Must have excellent MS Office skills and good understanding of TCP/IP and Ethernet networks
  • Must have excellent PC hardware skills
  • Microsoft Certification and/or training will be highly regarded

ABILITIES/KEY COMPETENCIES/SKILLS:

  • Excellent Oral and written communication skills (both English and Japanese)
  • Strong customer service orientation
  • Must be able to work independently
  • Strong problem-solving skills
  • Adaptability
  • Planning and organizing skills
  • Attention to detail

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-55000

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