Technical Support Analyst wanted at Marriott regional office

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marriott hotel logo

Number 18001TRL
Job Category Information Technology
Location Singapore Regional Office
Brand Corporate
Schedule Full-time
Position Type Non-Management/Hourly
 
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JOB SUMMARY
Manages and is responsible for field support, escalation, issues, quality control and success of all Regional iT Desktop support

Education and Experience
2 year degree from an accredited college/business/technical school (or the equivalent training/education in respective country).
Information Technology related job experience, hospitality experience is beneficial.

Key Stakeholders

Continent & Regional iT team
Regional team
Project/Property Owners and their team
Property Management (Pre-Opening teams, Executive Committee and Guidance Team, GM, DOF & Property Systems Manager)
Corporate iT Tier in particular Tier 2,3 support
Key Vendors
Area / Corporate Business Partners

CORE WORK ACTIVITIES

Managing Projects and Priorities
Tier-1 Support on technical infrastructure implemented at the Company Managed Office and Hotels, including but not limited to: Email, Desktops, Laptops, and Servers, LAN infrastructure, OS Software, Business Application Systems, High Speed Internet and Guest Facing technologies.
Escalate to Corporate helpdesk and/ or vendor helpdesk as needed.

Managing Key Stakeholders Expectation
Ensuring problems logged on the support website are correctly reported, routed, escalated, tracked and resolved as soon as possible.
Keeping the business clients informed of the statuses at appropriate intervals. Take initiative wherever possible.
Offering technical advice to business clients on technology procurement, best practices and provide local customized documentation as needed, respond to problems and enhancement requests in a timely manner.
Providing on the spot/ad hoc training, document procedures and organize external vendors to undertake training as applicable.

Managing Key Process/Documentation
Updating/maintenance region-wide email distribution / Skype distribution lists.
Conducting random checks of the MIGFS website to ensure that the technology inventory and information is current.
Maintenance of filing system from AP iT perspective.
Keeping the SYSAID system clean and up to date.