POSITION SUMMARY:
The Specialist, IT Service Centre is responsible for the 24x7 IT Service Delivery Operations for handling the incidents & fulfilling the service request.
He / She should be customer-focus oriented and measure of success via efficiency in response and resolution as well as customer satisfaction.
PRIMARY RESPONSIBILITIES:
1. Handles internal and external calls from the users regarding IT incidents or service requests.
2. Provides 24X7 remote support to users on various client devices and gaming / non-gaming systems.
3. Aims continuous improvement to achieve higher rate of first call resolution.
4. Ensures proper documentation, notification, escalation, tracking, and follows up of all incidents/service requests.
5. Handles user access administration on various systems which had been delegated.
6. Continuously builds up quality FAQs as reference for both IT supports and users to promote knowledge sharing & self-service.
7. Identifies systematic problems and/or recommend opportunities for improvement that will eliminate or reduce number of reported problems.
8. Follows-up with users to ensure satisfaction.
9. Recommends modifications to existing or new SOPs that will improve the overall operation.
10. Handles IT project implementation tasks assigned.
QUALIFICATIONS:
I. Experience
1. 1-2 years of relevant IT helpdesk / enterprise support experience required
2. Hands-on experience with personal computers/laptops/mobile devices in iOS & Android platforms.
3. Exposure to Gaming and/or Hotel industry preferred.
4. Experience in Micros-Fidelio Opera PMS and POS application is an advantage.
5. Has strong experience in hardw are and software troubleshooting.
II. Education
1. Bachelor’s Degree in Information Technology or equivalent relevant qualifications;
2. Preferred Certification: ITIL, MCSA, MSCE
III. Skills / Competencies
1. Proficient in Windows 7/XP/2000;
2. Possesses good technical understanding on Active Directory, Exchange, and Office applications is essential;
3. Ability to communicate effectively in English;
4. Good listening skills & customer expertise;
5. Ability to work as part of a team to accomplish common goals;
6. Log, troubleshoot, and track problems to a successful conclusion;
7. Ability to present ideas in user-friendly language to non-technical personnel and end users;