[Hiring] Information Systems Support Officer @City Lodge Hotels

Role Description

This role, like all others in the group, must prioritise “making every guest a returning and referring guest”. Provides IT support to all business units and hotels and provides all internal users with a consistent level of service.

Qualifications

• Minimum:
  • Grade 12.
  • A+ and N+.
  • MCSA: Windows 10 and above.
  • Computer literacy is essential particularly with proficiency in Microsoft Office Suite.
• Advantageous:
  • ITIL Foundations v4.
  • Security +.
  • Microsoft 365: Modern Desktop Administrator Associate.
  • CCNA Switching and Routing.

Requirements

• Minimum:
  • At least 1 year of experience in desktop support, troubleshooting, call centre, and network support.
• Advantageous:
  • IT experience in hospitality or related industry.
  • Azure support.
• Finance:
  • 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.
• Occasional Duties:
  • Carry out any duties as may be requested by the IT Operations Manager | Group IT Manager and in line with expertise and role.
• Special Conditions:
  • 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.

Competencies

• Knowledge:
  • Microsoft Products (e.g. Win10, Office)
  • Active Directory
  • Powershell
  • Azure Cloud
  • Mimecast
  • Printers
  • Voice
  • Networks
• Skills:
  • Time management
  • Verbal and written communication
  • Troubleshooting/problem solving
  • Relationship management
  • Memory
  • Insight
  • Conceptualisation
• Behavioural Attributes:
  • Customer centric
  • Perseverance
  • Initiator
  • Attention to detail
  • Collaborative
  • Resilient
  • Accountable

Position Requirements

• 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, including operating systems and various operational tools.
• Identifies and supports requests for new software based on business requirements.
• Maintains the telecommunications and internal networks to ensure efficient and effective operation.
• 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 enhancements that could improve the group’s product offering, service delivery, productivity and efficiencies.
• Maintains any differentiation between the brands in relation to the applicable hardware/software authorised for use.
• 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 including 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.