Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies For Diversity lists.
As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges.
You will receive competitive rewards and access to benefits programs and world-class learning resources. Accenture Flex employees work in their local metro area onsite at the project, significantly reducing and/or eliminating the demands to travel.
Key Responsibilities:
The Hospitality Service Desk Analyst – Level 2 provides advanced technical and operational support to hotel properties within a global hospitality organization on a 24X7 basis. This onshore role is responsible for resolving complex service desk issues, maintaining system integrity, and ensuring high levels of customer satisfaction across hotel operations. Core Responsibilities include the following
Provide support for hotel property management systems, including troubleshooting and configuration.
Assist with hotel accounts receivable systems and ensure accurate data handling.
Enhance the hotel guest experience by resolving technology-related issues impacting customer satisfaction.
Install and configure hardware and software across hotel environments, with a focus on Windows-based devices.
Respond to service desk tickets in alignment with Service Level Agreements (SLAs).
Document and track the problem-solving process from initial report to final resolution.
Deliver remote support to hotel staff and end users using remote access tools.
Maintain deep knowledge of customer-specific business environments, SLAs, and performance metrics.
Participate in on-the-job and classroom training to stay current with product and industry knowledge.
Problem Management & Reporting
Create and manage Problem Records in Hilton’s ServiceNow instance and ensure corresponding JIRA cards are created for PEP-related issues.
Develop and maintain knowledge articles with detailed troubleshooting steps, workarounds, and escalation paths.
Lead weekly client meetings to review high-volume problem records and prioritize JIRA cards.
Audit daily tickets for proper association with problem records and provide feedback to Service Desk leads.
Prepare and distribute weekly reports summarizing open problem records and ticket volume trends.
Support Root Cause Analysis (RCA) calls by tracking task completion across teams and vendors.
Assist in organizing data for monthly Problem Management meetings with the client.
Respond to ad-hoc requests from client and Accenture leadership.