Analyst, Service Delivery

REQ14604 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 24x7 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 model
• Handle patch management on client OS with evaluation, testing, & deployment
• Ensure security software on client devices are healthy and updated
• Handle IT project implementation tasks assigned
• Continuously to build up quality FAQs as reference for both IT supports and users to promote knowledge sharing & self-service
• Handle receiving, configuration and installation of the new client devices to users
• Vendor management / coordination on faulty client devices

QUALIFICATIONS:

Experience

• 3-4 years of relevant IT enterprise support experience required
• Hands-on experience with VDI/desktops/laptops/mobile devices in iOS & Android platform
• Proficiency with Windows 11/10
• 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
• 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