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Overview

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 prioritization 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, etc.)
• 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.

Requirements:

• 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
• 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
• Excellent time management skills and customer service 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)
• Skills in planning, organizing, and adapting within a multi-tasking environment
• Have the aptitude and patience to update cases with well-written activity reports on a regular basis and maintain case documentation