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.
• May at times staff a walk-in computer support facility
• Apply security best practices.
• Ensure users are assigned appropriate resources.
• Ability to multitask
• 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 Requirements:

• 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
• 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:

• 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.
• 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.
• Desktop configuration and deployment.
• Active directory support.
• Proficiency in both spoken and written English is a must
• Tagalog & Japanese speaking is an advantage but not an absolute necessity