SCOPE OF WORK
The IT Service Desk Technician is responsible for providing first-level technical support to end users, ensuring timely resolution of IT incidents, service requests, and technical issues related to hardware, software, network, and business applications. This role ensures continuous operation of IT services and contributes to user satisfaction and system stability.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Duties include but are not limited to:
- Taking ownership of incidents and managing them in a logical and methodical manner.
- Ensuring all incidents are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
- Installing and supporting Windows Desktops in a workgroup or Active Directory domain.
- Troubleshooting, diagnosing and repairing or replacing computer hardware.
- Troubleshooting, diagnosing and resolving 1st level incidents.
- Following network security procedures for the purpose of adds, removes, and changes for network users.
- Documentation and updating knowledgebase.
- Establishing and maintaining contact with vendors for support and problem resolution.
- Proactively contributing to continuous service improvement through identification of process improvements and problem prevention.
- Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
- Identifying and recommending solutions for repeat issues or service risks into service management teams.
- Ensuring effective management of issues raised via telephone, email, self-service and face to face, and handling the resulting incidents or service requests using agreed incident management and request fulfilment processes.
- Conducting IT trouble/incident ticket reviews.
- Investigating documentation for resolution of known problems.
- Monitoring server and network services and escalating through given workflow procedures.
QUALIFICATIONS/REQUIREMENTS
- 2 years of professional IT Support experience required, preferably in a hotel or resort environment.
- Experience in casino or casino system support is an advantage.
- Strong understanding of application architecture and the ability to troubleshoot application-related errors effectively.
- Strong technical knowledge in personal computers, printers, network equipment, Windows OS, MS applications, and general network troubleshooting.
- Must have excellent customer service skills with the ability to demonstrate patience, tact, and respect.
- Effective verbal and written communication skills with the ability to communicate issues and resolutions to all levels of the organization.
- Strong problem-solving abilities.
- Ability to work well under pressure and meet tight deadlines.
- Flexibility and adaptability in a dynamic environment.
- Ability to work independently as well as within a collaborative team setting.
- Proven track record of continual service improvement and effective ticket management.
- Skilled in first-line incident diagnosis and resolution.
