IT Support Specialist

Responsibilities:
• To Check and rectify all the repairs, maintenance and construction works as directed which reflects on the standard of the Hotel.
• To ensure that all users are provided with the necessary support during their day-to-day activities.
• Provide day-to-day services to the end-users including the connexion of PC’s and laptop’s on the hotel network, creation and resetting of passwords for all business applications, managing software deployments etc. to ensure compliance with pre-defined IT standards and policies.
• Reply to the requests for assistance from end-users, either colleagues or guests, according to the tone of voice and policies and procedures of the Hotel, using both telephone and email, to ensure responsiveness and compliance with SLAs.
• Update all call requests and raise the respective tickets, so as to support the provision of an end-user oriented, efficient and cost-effective service to internal clients.
• Provide solutions to simple technical issues of hardware and software while escalating more complex issues to the group-wide IT Service Desk so as to facilitate their fast and accurate resolution.
• Contribute to the training of end-users on basic IT applications and fixes in order to ensure knowledge transfer and focus IT efforts on more complex issues.
• To respond to guest and colleague queries in a friendly and efficient manner.
• To ensure the security of all hotel data in accordance with company standards.
• To maintains an updated IT knowledge to enable continuous improvement to the services offered to users.
• To create user accounts when required, allocate necessary access to users.
• To ensure that all requests to the IT Department is logged.
• To maintain client confidence and protects operations by keeping information confidential.