RESPONSIBILITIES

• Record and classify received incidents and undertake an immediate effort in order to resolve the issue.
• Log all Incident/Service Request details, allocating categorization and prioritisation codes.
• Keep users informed about their Incidents’ status at agreed intervals.
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors…).
• Provide first-line investigation and diagnosis of all Incidents and Service Requests.
• Verify resolution with users and resolve Incidents in Salesforce (CRM).
• Escalate Major Incidents to 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

• A Bachelor’s degree or diploma in Hospitality Management, IT or a related field.
• 1+ years of experience in a customer-facing role, preferably in the hospitality or IT industry.
• Proficiency in Information Technology is highly preferred.
• Exceptional communication (written & verbal) and problem-solving skills.
• Ability to work independently and under pressure in a fast-paced environment.
• Strong understanding of product knowledge relevant to the service area.
• Willingness to work on weekends and a 24/7 roster basis.
• A collaborative team player with excellent interpersonal skills.
• Able to learn new technologies.
• Excellent time management and customer service skills
• Proficient with computer literate such as server O/S, workstation, MS Office and PC Hardware.
• Familiarity with remote connection tools (e.g: Ammyy, Teamviewer, Remote desktop).
• Ability to communicate and cooperate effectively with staff at all levels.
• Strong presentation and technical writing skills.
• Skills in planning, organising, and adapting within a multi-tasking environment.
• Aptitude and patience to update cases with well-written activity reports on a regular basis and maintain case documentation