Improve technology governance and visibility through accurate asset management practices that support compliance, lifecycle planning, and informed technology investment decisions.
Assist hotels with user access and account issues across systems introduced during the Power of M transition (e.g., login failures, role/access provisioning, MFA/SSO issues), following approved access processes.
Cross-Functional Collaboration: Foster collaboration between the IT helpdesk and other IT teams, such as technical operations, security, to facilitate seamless resolution of complex issues and enhance overall IT service delivery.
Job Descriptions:Respond to the incoming enquiries/incident/request/alerts (Call, Email, Webchat, EUP, IVR handling, Monitoring consoles)1st level troubleshooting of in supported systems i.e. Workplace; Server; Network;Microsoft 365; Secure Access Service Edge; Point of Sale Security event monitoringServer and network availability and performance monitoring Password reset and unlockPerform log & route [to higher tier or Resolver Team(s)]* Record and manage all transactions/ cases in Service Management System* Broadcast notifications to the relevant parties* Provide timely status update, follow up on cases escalated until closure within the service level agreement.* Ensure daily tasks are executed according to the Standard Operation ProcedureJob Requirements:High school diploma or equivalentExperience / Knowledge in IT support will be a Major plus12 hours rotating shift
Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.