Atlantis Bahamas, Paradise Island, Bahamas
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.
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