REQ12970 Analyst, Service Delivery (Open)

POSITION SUMMARY:

Responsible for the IT Service Delivery Operations for handling the incidents & fulfilling the service request.Handle assigned project implementation from time to time.Be customer-focus oriented and measure of success are via efficiency in response & resolution as well as customer satisfaction.

PRIMARY RESPONSIBILITIES:

Act as primary resource to provide on-site / remote support to users on various client devices and business systems.  Scope of support including but not limited to client installation and configurations, data entry, troubleshooting and engagement of vendor support;Identify systematic problems and / or recommend opportunities for improvement that will eliminate or reduce number of reported problems;Build & maintain OS images & approved applications for various PCs & Laptops models;Handle patch management on client OS with evaluation, testing, & deployment;Ensure security software on client devices are healthy and updated;Provides deskside support including software, hardware and networking support for desktops, laptops and servers. Build up quality FAQs as reference for both IT supports and users to promote knowledge sharing & self-service;Takes responsibility for follow-up services or problem escalationVendor management / coordination on faulty client devices;Ensures customer satisfaction throughout the service delivery transaction.

QUALIFICATIONS:

Experience

3-4 years of relevant IT enterprise support experience required;Hands-on experience with personal computers/laptops/mobile devices in iOS & Android platform;Proficiency with Windows 7/XP/2000;Possess good technical understanding on Active Directory, Exchange, and Office applications is essential;Possess strong experience in hardware and software troubleshooting;Exposure to Gaming and/or Hotel industry preferred;

Education

Bachelor’s Degree in Information Technology or equivalent relevant qualifications;Preferred Certification: ITIL, MCSA, MCSE;

Skills / Competencies

Ability to communicate effectively in English and Cantonese/Mandarin;Good listening skills & customer service expertise;Ability to work as part of a team to accomplish common goals;Log, troubleshoot, and track problems to a successful conclusion;Ability to present ideas in user-friendly language to non-technical personnel and end users;