REQ14187 Specialist, IT Service Centre (Open Date: 09/03/2026)
Position Summary
The Specialist, IT Service Centre is responsible for the 24x7 IT Service Delivery Operations for handling the incidents & fulfilling the service request.
He / She should be customer-focus oriented and measure of success via efficiency in response and resolution as well as customer satisfaction.
Primary Responsibilities
- Handles internal and external calls from the users regarding IT incidents or service requests.
- Provides 24X7 remote support to users on various client devices and gaming / non-gaming systems.
- Aims continuous improvement to achieve higher rate of first call resolution.
- Ensures proper documentation, notification, escalation, tracking, and follows up of all incidents/service requests.
- Handles user access administration on various systems which had been delegated.
- Continuously builds up quality FAQs as reference for both IT supports and users to promote knowledge sharing & self-service.
- Identifies systematic problems and/or recommend opportunities for improvement that will eliminate or reduce number of reported problems.
- Follows-up with users to ensure satisfaction.
- Recommends modifications to existing or new SOPs that will improve the overall operation.
- Handles IT project implementation tasks assigned.
Qualifications
I. Experience
- 1-2 years of relevant IT helpdesk / enterprise support experience required
- Hands-on experience with personal computers/laptops/mobile devices in iOS & Android platforms.
- Exposure to Gaming and/or Hotel industry preferred.
- Experience in Micros-Fidelio Opera PMS and POS application is an advantage.
- Has strong experience in hardw are and software troubleshooting.
II. Education
- Bachelor's Degree in Information Technology or equivalent relevant qualifications;
- Preferred Certification: ITIL, MCSA, MSCE
III. Skills / Competencies
- Proficient in Windows 7/XP/2000;
- Possesses good technical understanding on Active Directory, Exchange, and Office applications is essential;
- Ability to communicate effectively in English;
- Good listening skills & customer 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;
