Serve as first-level contact for IT support via phone and multimedia channels
Provide initial troubleshooting for Hyatt-owned software, hardware, and networking issues
Handle password resets and direct non-Hyatt issues to appropriate vendors
Document incidents and requests in ServiceNow
Triage and escalate tickets to appropriate support groups
Collaborate with senior agents and Level 2 support
Maintain clear documentation of all interactions and resolutions
Take ownership of issues from start to resolution
Apply problem-solving skills to troubleshoot and resolve technical issues

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