The Specialist, IT Service Centre is responsible for the 24x7 IT Service Delivery Operations for handling incidents and fulfilling service requests
Job Summary
The Specialist, IT Service Centre is responsible for the 24x7 IT Service Delivery Operations for handling incidents and fulfilling service requests.
This role requires providing 24x7 remote support to users on various client devices and gaming/non-gaming systems, aiming for continuous improvement and higher first call resolution rates.
Key responsibilities include handling user calls, ensuring proper documentation and escalation, managing user access, building FAQs, identifying systematic problems, and following up with users to ensure satisfaction.
Matching Summary
The Specialist, IT Service Centre is responsible for the 24x7 IT Service Delivery Operations for handling incidents and fulfilling service requests.
Skills & Requirements
Must-have
24x7 IT Service Delivery
Incident and Service Request Fulfillment
Remote Support
Hardware and Software Troubleshooting
Active Directory and Exchange
Windows 7/XP/2000 proficiency
Nice-to-have
Customer satisfaction focus
Continuous improvement mindset
Knowledge sharing and self-service
Team collaboration skills
Key Requirements
1-2 years relevant IT helpdesk experience
iOS & Android mobile device experience
Bachelor’s Degree in IT
ITIL, MCSA, or MSCE certification preferred
Gaming and/or Hotel industry exposure preferred
Micros-Fidelio Opera PMS and POS experience is an advantage