I. BASIC PURPOSE / JOB BRIEF:

This position provides direct supervision to the Service Desk Team, ensuring the performance of all personnel services and/or technology, hands-on support to users within the property & is responsible for resolving support requests. You will be responsible for the day-to-day management and supervision of the Service Desk support. This would involve ensuring all Service Desk enquiries are logged; all problems are properly and adequately addressed; regular training and mentoring is conducted; improvements recommend to current process and delivery; monitor and report on SLA's and provide regular reports on Service Desk KPI's.

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:

• Provides direct supervision to the IT Service Desk Team, coordinate and delegate the responsibilities and oversees the day-to-day functions of the department.
• Ensures proper handling of service requests, incidents and escalations following ITIL best practices.
• Provides daily direction and communication to the employees so that support tickets are answered on a timely, efficiently, and effectively manner.
• Assist in the evaluation and enhancements of processes and procedures, recommending improvements on operational efficiency.
• Provides performance feedback & coaching to team members on a regular basis. Recommends performance improvements, reviews, and evaluations.
• Ownership of incidents, ensures escalation procedure are followed till the issue has been resolved.
• Timely and accurately update documentation, knowledge base, ticketing system, and/or various ITSM tools

III. JOB SPECIFICATIONS:

Educational Requirement:

• Degree in IT/Computer Science/Info Sec or any IT related Course.
• ITIL Certifications is preferred.

Experience Requirement:

• 5+ years of IT Service Desk/Helpdesk support experience.
• 3+ years of IT Desktop/Helpdesk supervisor/management experience.
• Gaming, Hotel & Shared services application experience is a plus but not required

Skills and Attibutes:

• Familiar with ITSM tools (ServiceNow, Ivanti, Jira and etc).
• Microsoft windows active directory management and support is a plus but not required.
• Proficiency in both spoken and written English is a must, Tagalog & Japanese speaking is an advantage but not an absolute necessity
• Strong leadership skills
• Communication skills
• Problem solving skills
• Customer service skills
• Punctuality and reliability