Jan 24, 2019

Support Services Analyst

  • Atlantis
  • Atlantis Bahamas, Paradise Island, Bahamas
Full Time Hotel Information Technology

Job Description

Job Title: Support Services Analyst 

About the Company

Atlantis, Paradise Island - the most popular resort destination in the Bahamas - features the world's largest open-air marine habitat; Aquaventure water park, including the iconic Mayan Temple's Leap of Faith slide; 11 unique pools; renowned beaches; 18-hole golf course; the largest casino in the Caribbean; over 21 restaurants, 19 bars & lounges and Aura nightclub. Atlantis also offers a multitude of unique accommodations, including the iconic Royal Towers and the stylish Cove Atlantis.

Job Summary

The basic function of this position is to provide technical support to users who call the Information Services Service Desk. Position will analyze calls, escalate urgent calls and determine if calls need to be forwarded to networking, telecom, Enterprise and applications team, etc.) Provide support, including answering Service Desk calls, incident determination, escalation, logging, follow-up on calls, trouble shooting and resolving user Hardware and application problems, such as diagnosing and resolving Pentium PCs, RAM chips, processor chip, motherboards, removable hard disk drives, laptops, Point of sale electronic devices, printers, Microsoft Windows XP, and Office 2003 applications.

Main Duties & Responsibilities

  • Work with Support Service and Application Team to address complicated diagnostics problems
  • Troubleshoot and resolve hardware and software problems for users
  • Perform remote Access to diagnose and correct customers Hardware and/or Software problem.
  • Performs routine installations, relocations, modifications, or repairs of Information Technology supported equipment (printers, PC’s, terminals)
  • Records problem symptoms and status information in a timely manner to communicate with, and properly utilize senior Information Systems staff
  • Provides assistance with assigned projects, including equipment relocations during office moves/expansions or the installation of equipment for special events
  • Recognizes and identifies potential areas where existing policies and procedures require change
  • Logs, documents, and maintains history records on data processing production problems using Service Desk software
  • Ensures user satisfaction by providing preventative maintenance, troubleshooting and quickly resolving more complex issues.
  • May perform basic short duration customer training via phone, on software applications as needed


  • Typically requires an Associate degree in Information Technology with 7years relevant experience working on a Service Desk and/or IT related field
  • Ability to install, configure, diagnose, and repair Microsoft Operating Systems and software including: Exchange, Windows XP/2000, Office XP
  • Ability to install, configure, diagnose, and repair Micros POS Terminals
  • Resourcefulness and ability to work independently and exercise sound judgment at all times
  • Working knowledge of Windows XP, including knowledge of how Windows applications are designed, where common menu systems are located and configuration file management.
  • Must be a creative problem solver, energetic, proactive with lots of initiative to recommend solutions, processes, etc.
  • Flexibility around work schedule and ability to work overtime