The Desk Side Support Analyst has high interaction with all Team Members to provide exceptional IT Technical support service in Hilton's fast-paced atmosphere.
- Provide Desk Side IT Technical Support to colleagues, including but not limited to Setting up and Configuring computers as per the standards, Mobile devices and approved APPs configuration, Network printers, Audio/Video conference systems, IP Phones, and client VPN.
- Work with the HR team in support of the onboarding and off-boarding activities.
- Proactively introduce the Corporate System Support organization and the Hilton ticketing system "Technical Support Central" portal to colleagues, respond to colleagues' queries in a friendly and efficient manner, and ensure the quality of provided solutions meets corporate standards and approved practices. Ensure all service activities meet SLA targets with high-level customer satisfaction.
- Works within the ITIL process framework ensuring all custom support activities are accurately logged, Customer incident and request tickets prioritize, update, scalation and always drive them to closure.
- Create and update technical support documents and procedures.
- Share knowledge within the APAC Corporate System Support team.
- Manage the inventory of IT equipment and consumables.
- Perform miscellaneous job-related duties as assigned by the Team Leader, and complete projects as allocated by the IT Leadership Team.
Requirements
What are we looking for?
To fulfill this role successfully, you must possess the following minimum qualifications and experience:- Advanced knowledge and familiarity with installing, maintaining, and troubleshooting desktop resources including, but not limited to operating systems, MS Office suite, desktops, laptops, mobile devices, tablets, multi-function printers, internet technologies, and all commonly used desktop peripherals.
- Comprehensive knowledge of Windows, Microsoft Server, LAN, WAN, Office 365, Teams, WebEx, and Video Conference.
- Ability to utilize technology troubleshooting abilities to identify what is driving issues and how to resolve them.
- Demonstrated aptitude for providing exceptional customer service in challenging environments.
- Communication skills with a proven ability to understand key concepts and communicate effectively with technical teams and business stakeholders.
- Relationship-building abilities and desire to help people.
- Strong problem-solving skills, able to work in a fast-paced atmosphere, demonstrated work experiences in a complex multi-international company environment, able to work calmly under pressure.
- Strong learning and execution ability, self-motivated.
- Fluent in verbal and written Japanese and English, able to effectively communicate in both Japanese and English.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all
Source: Hospitality Online
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