Job Description

I. BASIC PURPOSE / JOB BRIEF:

This position provides day-to-day operations of the Service Desk ensuring all Service Desk enquiries are logged; all problems are properly and adequately addressed. This role plays an important role in the continued operations of the IT services and provide world class support for the newest demanding and leading edge integrated resort in the Philippines. The Service Desk team works in a dynamic environment which provides services over the phone, e-mail, monitoring system and when required in-person, etc. Highly motivated and a team player with the ability and correct attitude to manage the fast and changing priorities. You should be able to promote positive customer relations by making sure that the team provides prompt, courteous, and efficient service to internal and external customers.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Ensure effective on-going support for all systems in use by the Company.
• Act as the first line of response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate teams.
• Install, upgrade, configure, and troubleshoot computing and communication devices and peripherals.
• Coordinate hardware and software purchases.
• Perform, schedule, and monitor system alerts, work queues, backups, and recovery activities.
• Ensure users are assigned appropriate resources.
• Maintain and monitor trouble tickets
• Triage trouble tickets as necessary according to processes.
• Basic Network troubleshooting
• Liaise between client/customers/vendors to resolve user issues

III. JOB SPECIFICATIONS:

Educational Requirement:

• Degree in IT/Computer Science/Info Sec or any IT related Course
• ITIL Certification V3 is an advantage.

Experience Requirements:

• 2+ years of IT Service Desk/Helpdesk support experience.
• Gaming, Hotel & Shared services application experience is a plus but not required
• With prior experience providing technical support in a Help Desk or Desktop support environment.
• With experience in incident based ticketing systems
• With knowledge network topology and network infrastructure is an advantage.
• With knowledge in Microsoft windows active directory management and support is a plus but not required.
• With previous experience using ITSM tool is an advantage.
• With knowledge in desktop configuration and deployment.

Skills and Attributes:

• Demonstrated technical skills with a strong history of large Casino & Resort operations & relevant applications.
• Good knowledge in integration and technical troubleshooting with various desktop/endpoint, printer, scanners, POS, etc.
• Able to analyze, prioritize and solve problems in a service driven organization
• Team player with initiative and motivational skills accompanied with prior experience in a support service role is required.
• Proficiency in both spoken and written English is a must