RESPONSIBILITIES

• Record and classify received Incidents and undertake an immediate effort in orderto resolve the issue.
• Log all Incident/Service Request details, allocating categorization and prioritization codes.
• Keep users informed about theirIncidents’status at agreed intervals
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Provide first-line investigation and diagnosis of all Incidents and Service Requests
• Verify resolution with users and resolve Incidents in Salesforce (CRM).
• Escalate incidents the Level 2 support
• Escalate Incidents at risk of breaching the Service Level Agreement to the Level 2 support or manager
• Owns all Incidents and Service Requests throughout their lifecycle

SKILLS AND QUALIFICATIONS

• Bachelor’s degree/Diploma in Hospitality Management, IT or related field
• 1+ years of experience in a Customer-facing role, preferably in the hospitality or IT industry
• Proficiency in Information Technology is preferred
• Excellent communication and writing skills
• Ability to work independently and under pressure
• Having good knowledge of a product depending on the service area
• Able to identify trouble spots and excellent problem-solving skills
• Should be willing to work on weekends and 24/7 roster basis
• Good team player
• Able to learn new technologies
• Excellent time management skills and customer skills
• Proficient with computer literate such as Windows 2000/NT, workstation, MS Office, and PC Hardware
• Having knowledge of Remote connection (Ammyy, Teamviewer, Remote desktop, etc)
• Able to communicate and cooperate with staff at all levels
•  Skills in planning, organizing, and adapting within a multi-tasking environment
• Have the aptitude and patience to up