IT Support Coordinator (On Shift)

Position Summary: The IT Support Coordinator is the first point of contacts to enhance IT Support service delivery, and assure that high-quality IT services are brought to every clubs and offices. The role is in charge of dispatching and assigning service requests and incidents to every IT support levels.

Key Duties & Responsibilities:

Managing User support activities
● Handling every requests send to IT Department and assign the tickets to dedicated teams
● Categorized tickets in order to produce trend analysis reports
● Follow up tickets life cycle
● Supporting the roll-out of new applications
● Setting up new users’ accounts and profiles and dealing with password issues
● Support in resolving Hardware issues through escalation of issues with Hardware partners

Compliance with IT Policies
● Ensures that no user in the company has access to programs other than needed to perform the job
● Ensures that only original and properly licensed application programs according to the IT management’s policy and requirement are running on computers

Professional Development
● Testing and evaluating new technology
● Working with vendor for up to date hardware and software.
● Advises on PC improvements, such as hardware procurement

Stakeholder Liaison
● Act as the interface and liaison between the group operational stakeholders and, relevant IT operational support teams (and/or contractors)
● Maintain user confidence and protect operations by keeping information confidential

Systems Delivery
● Ensure proper escalation paths from the Service Desk Team exist into key subject matter experts
within the business and IT teams

Shift requirement:
● Flexibility in relation to the rota, available to work night duty across 7 nights (Monday to Sunday)
● Up to the rota, but the work is around 8 hours per day and 5.5 days per week (day & night shifts)

Experience:
● A dynamic professional with at least 3 year of IT professional experience.
● Hands-on, possess a high energy level and good team player

Knowledge & Skills
Essential
● Excellent English speaking & writing, familiar with supporting foreigners
● Strong interpersonal skills with a proven ability to build and maintain strong relationships with internal and external stakeholders.
● Strong attention to detail and high standard of quality for deliverable creation
● Strong customer focus and demonstrates a service oriented culture
● Proactive in identifying opportunities for improvement within the business and taking ownership of actions
● A passion for Service Improvement
● Knowledge of ITIL disciplines
● Excellent customer facing/customer service skills
● Able to work under pressure and meet deadlines
● Able to demonstrate a high degree of flexibility including shift and out of hours working
● Able to manage and prioritize and tasks and time efficiently
● Self-motivated.

- Personal Accident Insurance 24/24
- 12 annual leaves per year
- Free gyms in California Fitness and Yoga Centers

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