IT Analyst Support

JOB SUMMARY

The property IT Support Analyst provides first level support and function as the initial focal point for all workflow related to incidents and service request for associates based at the property. This position generally works under mínimal supervision and within well-established guidelines to complete routine tasks. The role is responsible for performing repairs, installations, and maintenance of all property-based systems.

Effective ongoing communication with the business and end users such that opportunities are taken to improve infrastructure service, overall service delivery and its performance are well understood, and their expectation are managed and met.
• Scope
• :
• Number of Direct Report
• : None.
• Number of Properties
• : Typically, one, but position is unit-based position and may provide support to other resorts \ offices as and when required.

JOB - SPECIFIC TASKS

Support (Element = 60%)
Responsible to assist our property-based customers with the resolution of 1st line support calls, with expertise in supporting the local environment and ensuring superior customer service is provided to all internal clients.
Responsible to liaise and work with management, vendors, and the technical teams based in Singapore, the UK, and the USA to resolve incidents and fulfill Service Requests.
Responsible to record, updating, monitor, and resolve incidents and requests in the service management systems in accordance with SLA and escalating incidents as required.
Responsible to ensure that support matters are properly documented and assisting in reviewing them for adverse developing trends.
Responsible for local hardware configurations including but not limited to a printer, fax, telephone, and mobile phone setups.
Responsible for desktop and laptop deployments and packaged software installs under the proviso all corporate standards and software licensing conditions have been met. This includes associated processes for the backup and restoration of user data e.g., user preferences, favorites, shortcuts, PST files, remote desktop connection to TSW, etc. as well as hard drive encryption for all laptops and desktops where PCI data is in use
Responsible for liaising with local service providers to resolve telecoms and data line problems for both front and back-of-house systems.
Responsible for reporting incidents for warranty-covered items to external vendors etc. and overseeing the replacement of parts etc.
Responsible was required for local procurement of hardware and software through corporate-approved vendors only, using OSC for relevant approval.
• Responsible for the provision of user training
• : Outlook, network drives, and corporate data security policies (MVWPs).
Responsible for ad-hoc administration duties including the shipment of faulty hardware (where necessary) to local vendors.
First-level support for Member Service phone system (InContact & RingCentral) and reach out to Level 2 support whenever needed
Supporting Sales operations in Bangkok and Phuket including assistance during roadshows

Maintenance (Element = 30%)
Responsible for performing asset audits and ensuring the computer asset inventory is accurate. This includes the maintenance of accurate user records and department codes for revenue generation and security purposes.
Responsible for hardware asset decommissioning, wiping data, and disposals in strict accordance with corporate policies.
Responsible when necessary and under the guidance of senior staff; to assist with troubleshooting and performing preventative maintenance for server, router, etc. related issues in the computer room.
Responsible for maintaining a secure IT environment including performing security updates and ensuring the local server room is clean of clutter, all cabling is tidy, no unauthorized equipment is installed and there is no risk of air conditioning failures or flood damage.
Responsible for maintaining and ensuring all internal support and installation documentation is up to date always including escalation information.

Projects (Element = 10%)
• Responsible for office re-organizations
• : desktop, laptop PC, telephone, fax, printer movements as necessary and all related work e.g., network port patching, etc.

Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested by management.

Communication
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the caller's name, transferring calls to the appropriate person/ department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
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