Supervisor - IT Business Intelligence Group (Wynn Palace) (ID:2780BR) Job in 資訊科技及電子通訊 in 所有澳門特別行政區地區 - Job Description


  • 公司名稱: 永利渡假村 Wynn Resorts

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Supervisor - IT Business Intelligence Group (Wynn Palace) (ID:2780BR)

Job Description

Job Purpose: The Supervisor of the BIG group is responsible for understanding the priorities that are presented to this position and assuring that the BIG team under his/her guidance understands and carries out the tasks as needed. This position supervises all second level support tickets for hardware and software to meet all service level agreements (SLA’s). In this role, any unwarranted issues, challenges, complaints are to be raised to the Assistant Manager and or Manager of the BIG Team immediately. This role collaborates with all business users on a daily basis.

Key Responsibilities
Daily Operations
• Understand priorities as they arise and how to ensure specific jobs are scheduled and carried out as needed.
• Understand, quite often, requests will outweigh resources and have the skill to manage tickets so the highest priority is given to an experienced agent and is followed up with a satisfaction check (phone call)
• Provide adequate supervision to ensure resources are scheduled and dispatched to make the most of the team’s resources. Monitor ticket to ensure that only when it is needed, more than 1 agent is dispatched to close a ticket.
• 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.
• Provide shift change reports, ensure that shift handovers are completed.
• Review Service Now Help Desk reports for trends.
• Understand technology as well as Operations.
• Assists to manage 2nd Tier support for both hardware and software.
• Maintain knowledgebase in IT Helpdesk system.
• Identify and establish working relationships with service providers and systems vendors.
• Maintain communication with other departments within the company to understand and gather requirements.

Competencies and Requirements:
Experience: Minimum 2 years’ experience directly related to the duties and responsibilities specified, with 2 years of supervisory role. Proven track record in projects and resource management.
Education: Diploma or degree in Information Technology field
Language Ability: Multilingual English/Mandarin/Cantonese preferred.

如有任何查詢,可於辦公時間星期一至五上午9時至下午6時致電8889 1188或電郵至

  • 職位要求

  • 中級管理層 
  • 所有澳門特別行政區地區, 澳門特別行政區 
  • 學士學位 
  • 酒店業 
  • 資訊科技及電子通訊 (資訊科技營運) 
    資訊科技及電子通訊 (綜合) 
  • 28/02/2019