Service Desk Support Analyst Lead in Lakeland Corporate Headquarters at Marriott Vacations Worldwide

Date Posted: 11/5/2019

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

As a member of the professional staff, contributes general knowledge and skill in a discipline area (e.g. Information Resources) to support team and/or department objectives. Generally works under close supervision or within well-established guidelines to complete routine tasks.

Specific Job Summary

Primary Objective:

The IT Lead Support Analyst will provide first line and limited second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straight forward to more complicated technical issues. Coverage includes corporate offices as well remote users at other sites and home workers.


  • Act as a single point of contact for phone calls, IT portal and live chat support from staff regarding IT issues and queries.
  • 1st line support -- troubleshooting of IT related problems from in-house software to hardware such as mobile devices, Laptops, PCs and Printers.
  • Limited 2nd line support -- configure and install software via Big Fix, assist Third Party Vendors remote access to MVW Network.
  • Proficiency with Microsoft Office applications is a plus.
  • Prioritize and analyze customer's request, referring problems or concerns to the Lead Support Analyst.
  • Proven trouble-shooting and problem solving skills
  • Manages the Help Desk staff including consultation on performance evaluations, hiring and disciplinary responsibilities.
  • Participate in Manager on Duty Major Incident support rotation

Expected Contributions

  • Performs the following types of basic tasks: analysis, auditing, forecasting, research and report generation.
  • Responds to, solves and makes decisions on standard/routine business requests with limited risk.
  • Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
  • Assists senior lead associates in achieving business results by:

- utilizing technical knowledge and skills to enhance business processes.

- establishing priorities for self and, where appropriate, others.

- allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.

- contributing to department/unit budget as appropriate (i.e., input, following guidelines, etc).

  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Manager on Duty Roles and Responsibilities:

- performs initial assessment of the major incident

- determine the existence of a Major Incident

- designates parent ticket and communicates instructions to the Service Desk

- assesses support needs. SetupConferenceBridge to gather various support, if Needed.

- monitors, tracks, and communicates the progress and status throughout the life of the Major Incident

- convenes & facilitates meetings with all parties involved in support for the Major Incident as needed

  • Performs other duties as appropriate.

Specific Expected Contributions

  • Ability to accurately and consistently follow procedures.
  • Completion of required documentation within the specified timeframe for asset and problem tracking purposes.
  • Excellent customer service and verbal communication skills.
  • Ability to quickly adapt and react to changes within the work environment.
  • Promotes continuous improvement standards as related to the work environment.
  • Ability to guide the customer into the IR process to achieve their needs and manage user expectation.
  • Ability to work as a team member or leader, at times, resolving customer issues.
  • Assist local vendor representatives and other members of the installation team with installations.
  • Properly respond to and resolve system installation problems as they occur, and follow established procedures for problem escalation and follow-up.
  • Communicates to change management, site phases and new development enhancements
  • Actively solicits and incorporates input on the content, development, implementation and communication of projects to targeted populations.
  • Provides status updates and comments to project owner(s), management, and/or team participants.
  • Must be a self-starter, well organized and detail oriented.
  • Excellent communication skills and mature judgment.
  • Position requires ability to work effectively with others (team player).
  • In-depth knowledge of computer equipment and peripherals.
  • Ability to work under pressure and manage multiple priorities.
  • Proficiency with Microsoft Windows 7, Windows 10 operating system and 0365 applications.
  • Special projects as assigned by Support Manager or IR Director

Candidate Profile

Core Competencies:

  • Customer Service Orientation
  • Complaint Resolution
  • General Business knowledge
  • Business Processes
  • Problem Definition & Resolution
  • Technical Infrastructure
  • Communications (Listening, Persuasiveness, Oral, Written)
  • Leadership (Impact, Involvement)
  • People (Team Orientation, Judgment, Interpersonal Relations, Results/Goal Orientation, Resiliency/Adaptability)


Required: Requires BS/BA degree in technical field or equivalent technical training and on-the-job experience


Required: 2-4 years work experience in technical customer service support or having equivalent kind of skills experience



  • Customer Service
  • Communication
  • ITIL -- Framework & Best Practices
  • Technical Problem Solving Skills
  • Microsoft Office (All versions)
  • Microsoft Windows (All versions)
  • Installation of Desktop Hardware/Software
  • Desktop Troubleshooting Skills
  • Telecom troubleshooting skills
  • Basic Ethernet networking skills.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.