The Senior Specialist is responsible for understanding the priorities that are presented to this position and assuring that the BIG team under his/her guidance understand is carries out the tasks as needed. This position carries out duties specific to 1st or 2nd level support services for hardware and software as well as involve in project implementation and execution. In this role, any unwarranted issues, challenges, complaints are to be raised to the Supervisor, Assistant Manager and or Manager of the BIG Team immediately.

• Responsible for responding to incident, technical inquiry and IT service request
• Understand priorities as they arise and how to ensure specific jobs are scheduled and carried out as needed.
• Act on all Help Desk tickets to maintain the SLAs.
• Escalate any concerns that might cause concern to upper management.
• Report all challenges in a timely manner to BIG Management with options to rectify.
• Maintain knowledgebase in IT Helpdesk system.
• Gate-keep company computing policies and controls to ensure all computer usages are appropriate.
• Attend periodic training classes to gain necessary knowledge, skills and abilities to successfully perform job duties.

Experience: Minimum 2 year experience directly related to the duties and responsibilities specified, experience in entertainment resorts of IT support will be an added advantage.

Education: Diploma or degree in Information Technology field

Language Ability: Multilingual English/Mandarin/Cantonese preferred.