Senior Desk Side Analyst

2 weeks ago

Marina Bay, Singapore Marina Bay Sands Full time $90,000 - $120,000 per year

WE TAKE YOU ABOVE BEYOND

Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.

Job Responsibilities

  • Assist the Team leads to manage the IT Desk Side Service operations and projects
  • Plan resources for Incident, Service Request, and Project requirement
  • Be the escalation point for IT Desk Side engineers for major and complex incidents
  • Manage the team's performance and ensure team members met both individual and team's KPI
  • Oversee the 24 X 7 support operation ensure cases reported are attended in accordance to agreed SLA
  • Meet the Team's performance metrics such as Customer Satisfaction, SLA, OLA and Productivity.
  • Produce weekly and monthly report to DSS management
  • Follows established guidelines on processing or escalating an incident or request
  • Provide coaching or technical advice to team members
  • Collaborate with vendors on root cause and fix for PC hardware and software problems
  • Any other tasks or works as and when requested & assigned by the Company

Job Requirements

Education & Certification

  • Diploma in Information Technology or equivalent in relevant discipline

Experience

  • At least 2 years of experience IT support or similar portfolio /operation leadership role
  • Experience in supporting Win7, MS Office, MS Outlook, MS Active Directory, Mac OS, VDI client, SCCM, VPN client, Smart phone iOS / Android, basic networking, POS, scanner, printer, and other attached peripherals in an enterprise environment.
  • Ability to perform PC hardware and software trouble-shooting with experience in the use of diagnostic programs and tools
  • Experience in Incident, Request and Project Management
  • Experience in ITIL operating environment.

Other Prerequisites

  • Holds relevant certificate such as ITIL, PMP will be an advantage
  • Excellent analytical, communication, problem-solving skills and ability to manage multiple assignments simultaneously while meeting deadlines and quality standards.
  • Proven leadership & customer service skills

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.

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