Technician, Service Desk

 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 contribute 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 recommend 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

- Professional and multi-cultural working environment

- Top competitive HR compensation & benefits in the industry

- Career development opportunity in one of the biggest Casino companies in the world

 Strong technical knowledge in:

 Personal computers, printers, and network equipment

 Windows WIN 10

 MS Office 2013/ 2016 Suite

 General network troubleshooting

 Must have excellent customer service skills with an ability to demonstrate patience, tact, and respect

 Effective verbal and written communication skills with an ability to communicate issues and resolutions to all levels of the organization;

 Strong problem-solving abilities;

 Ability to work well under pressure and 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 ticket management

 Skilled in first line incident diagnosis and resolution.