[담당업무]
[Scope of Job]
Work with the wider IT Team to provide first class technical support Merlin offices and attractions.
Manage & prioritise workload to deliver operational excellence.
Act as point of escalation between the business and IT.
Be available to support other attractions and offices when called upon.
[Key Objectives]
- Identify and fix IT related incidents, problems and requests to agreed standards / SLA’s using ServiceNow.
- Represent Merlin IT within the LEGOLAND Resort & other APAC attractions, delivering first class technology services to all staff based within the site
- Work with all Local Support Teams, Lead Local Support Analyst and the APAC Service Delivery
- Manager to develop and improve the IT Service delivered to the Merlin Business.
- Champion and promote Service Improvement on an on-going basis to continually improve quality and user satisfaction with IT Services
- Single point of ownership for effective provision of systems and services to customers
- Ensure appropriate OLAs/SLAs are met in all IT services
- IT stock and IT estate management for the LEGOLAND Resort attractions and Midways as necessary.
[Main Responsibilities]
- Demonstrate good knowledge and technical understanding of all Merlin attractions and offices.
- Demonstrate good knowledge of all Merlin IT Systems and Services.
- Ensure technical documentation is up to date and fit for purpose.
- Provide first class IT Support & Service Delivery to Merlin staff
- Promote a sense of ‘Team Operations’ and demonstrate a collective working environment across all Technical Staff
- Ensure the Global Service Desk is being used as a ‘Single Point of Contact’ for all IT requests and incidents
- Act as a point of escalation for major incidents.
- Assist with the coordination and resolution of major incidents.
- Work with the wider Merlin Digital Department to develop and improve the IT Service delivered to the Merlin Business
- Champion and promote Service Improvement on an on-going basis to continually improve quality and user satisfaction within IT Operations
- Ensure appropriate OLAs/SLAs are established & adhered to
- Approve acceptance into production of new systems and services
- Ensure adherence to group IT policy and procedure
[Qualification]
- ITIL Foundation (Desirable)
[Knowledge & Skills]
- Good desktop, Hardware and application support skills
- Good knowledge of operating systems (WINDOWS 10)
- POS Support skills
- Proficient English skills
- Digital Signage Kiosks (Desirable)
[Experience]
- First Line Support
- Escalation procedures
- Service Now
- Experience of 2nd or 3rd tier support (Desirable)
[Personal Characteristics]
- Ability to work in a fast paced environment
- Ability to articulate technical situations in a clear manner
- Attention to detail (tickit information)
[Personal Circumstances]
- Able to travel when required
- Able to work outside of normal working hours when required
- Driving license for attraction site visits when required (Desirable)
[Health & Safety]
- Managers/supervisors are responsible for all aspects of Health, Safety & Security within their team, in line with the Group Policy (HS001). In particular, they must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.
- Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.
[근무부서 및 직급/직책]
근무부서: IT 부서
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