Job Description

Join us and make a co-worker’s day by providing guru tech support! World Travel Holdings is seeking a Help Desk Analyst to join the Technical Support team in our Fort Lauderdale, Florida office.

This is a role for End User Support focused on Lauderdale. Resolving issues reported through our Ticketing System and keeping our organization’s technology running smoothly. The ideal candidate’s goals and expectations can be categorized into four main areas: technical skills, customer service skills, personal development, and process adherence.

About World Travel HoldingsWorld Travel Holdings is the nation’s largest cruise agency and award-winning leisure travel company with a portfolio of nearly 40 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes, and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands, and prominent corporations. The company also operates a top-rated travel agency franchise and is consistently recognized as an industry leader in employee engagement and work-at-home employment. Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wakefield, Mass., Fort Lauderdale, FL, and Chorley, England. For more information, visit WorldTravelHoldings.com.

Responsibilities

• Ticket Resolution: Meeting targets for resolving tickets within a designated timeframe and maintaining a high first-call resolution rate (resolving the issue on the first contact), where appropriate.
• Ticket Outreach: Maintaining the Help Desk strategy of ensuring all tickets are responded to quickly; ideally within a one-hour timeframe of receiving the support request during regular business hours.
• Customer Satisfaction: Striving for high customer satisfaction ratings through positive and helpful interactions.
• Collaboration Proficiency: Demonstrate consistent collaboration practices with the Help Desk team to ensure team members and management are aware of workflows, obstacles, and help needed.
• Adherence to Policies Following established procedures, Help Desk policies, and company policies related to user support.
• Continuous Improvement: Looking for ways to improve processes, identify knowledge gaps, and enhance overall skillset.

Qualifications

• High School Diploma or equivalent plus experience working in a technical support role
• Knowledge of Microsoft Windows 10 and 11 desktops and laptops
• Knowledge of TCP/IP, DHCP, DNS, and other networking protocols
• Knowledge of Microsoft Windows Server 2008 and above
• Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook) / Office 365
• Experience in computer upgrades, troubleshooting, and parts replacement
• Experience with Microsoft Active Directory 2012 and above, as well as Azure Active Directory
• Experience with Microsoft Exchange, on-premises and Online
• Excellent documentation and communication skills
• Experience with MacOS preferred
• Technical certification (A+, Network+) preferred
• Ability to lift to 50 lbs
• Strong interpersonal skills; must be friendly, patient, and considerate.
• Excellent customer service and professional skills.
• Must be able to work 9 am-6 pm Monday-Friday with possible nights, weekends, holidays, and on-call rotation as needed

Compensation & Benefits

Estimated Pay Range: $24.00-$26.00 per hour.

Benefits Overview:

• Comprehensive medical, dental, and vision coverage
• Company-paid life and disability insurance
• 401(K) with discretionary company match
• Paid time off and holidays
• Travel discounts and employee perks
• Employee Assistance Program (EAP)
• Professional development and learning opportunities

EEO Statement

World Travel Holdings is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to any status protected by applicable law.