Responsibilities
- Provides IT support to all business units and hotels and provides all internal users with a consistent level of service.
- Carry out any duties as may be requested by the IT Operations Manager | Group IT Manager and in line with expertise and role.
- May be required to work on a standby basis after hours, as per rotation schedule.
- May be required to be available 24/7 for emergencies.
- This job requires prolonged sitting, maintaining a static posture, performing repetitive movements, undertaking manual handling that may involve awkward postures, managing visual strain, and coping with exposure to psychosocial and cognitive stressors.
- Finds and supplies solutions to issues in an effective and efficient manner.
- Keeps devices up to date with the latest patches, firmware and drivers.
- Identifies and supports requests for new hardware based on business requirements.
- Maintains software deployed on the hardware and networks.
- Identifies and supports requests for new software based on business requirements.
- Maintains the telecommunications and internal networks to ensure it operates efficiently and effectively and remains secure from internal and external threats.
- Maintains all software applications and hardware devices.
- Assists with the deployment of new or existing systems.
- Attends to security incidents.
- Be on the lookout for and be aware of any enhancements that could improve the group’s product offering, service delivery, productivity and efficiencies and to communicate such to the group.
- Maintains any differentiation, should it exist or be required, between the brands in relation to the applicable hardware/software authorised for use in those brands.
- Logs and maintains ServiceDesk calls escalations.
- Logs and maintains 3rd party calls and escalations.
- Provides incident management, problem management and capacity management.
- Escalates technical queries.
- Supports projects related to the deployment or upgrade of IT hardware, networks and software.
- Assists with testing of new and existing systems prior to deployment.
- Responds to user queries via approved channels.
- Assists end-users after hours when on standby duty.
- Communicates effectively and timeously with different business units, suppliers and CLH IT.
- Builds and maintains relationships with key stakeholders which includes the different business units, suppliers, CLH IT and 3rd party vendors.
- Participates in personal development activities to learn/enhance skillset.
- Participates in all legislative and operational training in line with group requirements and/or training department directives.
Requirements
- Minimum Grade 12
- A+ and N+
- MCSA: Windows 10 and above
- Computer literacy is essential particularly with proficiency in Microsoft Office Suite
- At least 1 years' experience in desktop support, troubleshooting, call centre and network support
Nice to Have
- ITIL Foundations v4
- Security +
- Microsoft 365: Modern Desktop Administrator Associate
- CCNA Switching and Routing
- IT experience in hospitality or related industry
- Azure support
Additional Information
- The job requires the handling of money and the authorisation to dispense and deposit company funds and is therefore subject to a fraud and credit check.
