SJM Job

Position: Specialist - IT Helpdesk
Department: Information Technology
Working Location: Taipa / Cotai
Post Date: 19/01/2022
Requirements: • Bachelor's degree preferred
• IT Professional related certification is a plus
• Minimum 1 year of working experience
• Able to work on shift
• Call Center working experience would be a bonus
• Knowledge and basic troubleshooting in Microsoft Office Software and the other Office Software
• Hospitality or gaming system and IT infrastructure knowledge is a plus
• Basic in spoken and written English
• Fluent in Cantonese & Chinese speaking is preferred
• Possess of good customer service and interpersonal skills
Responsibilities: • Receive calls from Lisboa Palace users and processing the case based on support flow
• Determine the best solution based on the issue and details provided by customers
• Escalate unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Follow-up case and update status information to users
• Record events and problems and their resolution in helpdesk logs
• Monitors main application system, infrastructure system and network system activities by monitoring tools, also escalate unresolved issues to relevant team as required
• Follow IT internal processes, policies and procedures