Technical Support Analyst, Greater China

Continent It Desktop Support

Manages and is responsible for field support, escalation, issues, quality control and success of all Continent IT Desktop support.

Candidate Profile

Education and Experience

2-year degree from an accredited college/business/technical school (or the equivalent training/education in respective country).

Information Technology-related job experience and hospitality experience.

Experience in hospitality or multi-site enterprise environments is a strong advantage.

Key Stakeholders

Continent & Regional IT team

Regional team

Project/Property Owners and their team

Property Management (Pre-Opening teams, Executive Committee and Guidance Team, GM, DOF & Property IT Managers)

Corporate IT Tier, in particular Tier 2,3 support

Key Vendors

Regional / Corporate Business Partners

Core Work Activities

Managing Projects and Priorities

Tier-1 Support on technical infrastructure implemented at the Company Managed Office and Hotels, including but not limited to: Email, Desktops, Laptops, and Servers, LAN infrastructure, OS Software, Business Application Systems, High Speed Internet, and Guest Facing technologies.

Escalate to Corporate helpdesk and/ or vendor helpdesk as needed.

Managing Key Stakeholders Expectation

Ensuring problems logged on the support website are correctly reported, routed, escalated, tracked, and resolved as soon as possible.

Keeping the business clients informed of the status at appropriate intervals. Take initiative wherever possible.

Offering technical advice to business clients on technology procurement, best practices, and providing local customized documentation as needed, responding to problems and enhancement requests in a timely manner.

Providing on-the-spot/ad hoc training, document procedures, and organizing external vendors to undertake training as applicable.

Accepting any other duties, tasks, and responsibilities delegated by the company

Managing Key Process/Documentation

Updating/maintenance of the region-wide email distribution / Master property list.

Maintenance of the filing system from a Greater China IT perspective.

Maintain knowledge database.

Critical Competencies

Analytical Skills

Problem Solving

Computer Skills

Learning

Interpersonal Skills

Diversity Relations

Communications

Electronic Communication

Applied Reading

Communication

Listening

Personal Attributes

Integrity

Dependability

Positive Demeanor

Safety Orientation

Organization

Multi-Tasking

Time Management

Hardware and Software

Help Desk

Hardware

Network Administration

Security

Network Applications

Systems Administration/Monitoring

Client/Server Application

LAN and WAN Administration

Server System

Network Support