I. BASIC PURPOSE / JOB BRIEF:

Perform Customer Service and Data entry and triage tickets as necessary. Responsibilities include: working multiple projects (multiple clients) to ensure client satisfaction and ensuring Service Levels are met or exceeded.
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.
• Monitors and respond quickly and effectively to requests received through the IT helpdesk.
• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware.
• Collects feedback to determine patterns and issues such that they can be resolved by FAQs can be provided to customer to ease in troubleshooting.
• 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.
• May at times staff a walk-in computer support facility
• Apply security best practices.
• Ensure users are assigned appropriate resources.
• Ability to multitask
• Maintains and monitor trouble tickets
• Triage trouble tickets as necessary according to processes.
• Knows the basic Network troubleshooting
• Liaises between client/customers/vendors to resolve user issues

III. JOB SPECIFICATIONS:

Educational Requirement:

• Diploma, vocational certification, or degree in IT, Computer Science, Information Systems, or any related technical field OR equivalent practical experience in IT/Service Desk operations
• ITIL Certification V3 is an advantage

Experience Requirement:

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

Skills and Attributes:

• Able to analyze, prioritize and solve problems in a service driven organization
• A strong teamwork attitude with initiative and motivational skills accompanied with prior experience in a support service role is required
• Demonstrated technical skills with a strong history of large Casino & Resort operations & relevant applications. Good knowledge of interactions/integration and technical troubleshooting with various desktop/endpoint, printer, scanners, POS, etc
• Desktop configuration and deployment.
• Active directory support.

Other Qualifications:

• Proficiency in both spoken and written English is a must, Tagalog & Japanese speaking is an advantage but not an absolute necessity
• Self-Motivated, must have excellent communication and technical skills and effective interpersonal skills
• Display a willingness to work effectively in a team
• Desire to achieve high level personal & team goals
• Self motivated
• Ability to express and communicate ideas and information effectively
• Ability to communication at all levels and share information
• Ability to analyse and solve problems
• Punctuality and reliabilit

• Proficiency in both spoken and written English is a must, Tagalog & Japanese speaking is an advantage but not an absolute necessity
• Self-Motivated, must have excellent communication and technical skills and effective interpersonal skills
• Display a willingness to work effectively in a team
• Desire to achieve high level personal & team goals
• Self motivated
• Ability to express and communicate ideas and information effectively
• Ability to communication at all levels and share information
• Ability to analyse and solve problems
• Punctuality and reliabilit