Analyst - IT Service Centre Job in 資訊科技及電子通訊 in 所有中國大陸地區

Analyst - IT Service Centre Job in 資訊科技及電子通訊 in 所有中國大陸地區 - Job Description

職位內容

公司名稱: Winson Group (Macau) Limited
Winson Group Limited, originating from the real estate industry, has continually expanded its scope of operations, transforming into a diverse and integrated enterprise. The group's business ventures encompass a broad spectrum, including information technology services, corporate solutions, project management, catering, engineering, and entertainment.

Having deep roots in Macau, the group has witnessed simultaneous progress in its business development, while also extending its reach into mainland China. Moving forward, the group remains steadfast in actively integrating with the national market and exploring opportunities for growth in the Southeast Asian region. It eagerly looks forward to forging a path towards a prosperous future with even greater possibilities.

Analyst - IT Service Centre

POSITION SUMMARY:
• Support 24x7 IT Service Centre operations by handling incidents and fulfilling service requests in a timely manner.
• Assist in the implementation of assigned projects on an ad-hoc basis.
• Maintain a strong customer focus, with success measured by response and resolution efficiency, as well as user satisfaction.

PRIMARY RESPONSIBILITIES:
• Respond to user inquiries and service requests received via phone calls, chat support (through Twilio and WhatsApp), and emails.
• Provide remote technical support to users for a range of client devices and gaming/non-gaming systems, including data capture, troubleshooting, and installation.
• Ensure all incidents and service requests are properly documented, tracked, escalated, and followed up in a timely manner.
• Manage user access administration across various systems, including daily terminations and role changes, as handled by the IT Service Centre.
• Follow up on operational matters involving users, internal support teams, and external business partners or vendors.
• Continuously develop and maintain a library of high-quality FAQs to support both IT teams and end users, promoting knowledge sharing and self-service.
• Keep IT Service Centre Duty Managers informed of outstanding tasks to ensure a smooth handover between shifts.

QUALIFICATIONS:
• 1–2 years of relevant experience in IT helpdesk or enterprise remote support roles.
• Hands-on experience supporting VDI, personal computers, laptops, and mobile devices (iOS and Android platforms).
• Proficient in Windows platforms, with a solid understanding of Active Directory, Exchange, and Office applications.
• Strong experience in hardware and software troubleshooting.
• Exposure to the gaming and/or hotel industry is preferred.
• Bachelor’s Degree or equivalent IT-related qualification.
• ITIL certification is preferred.
• Strong communication skills in Cantonese (essential), English, and Mandarin.
• Excellent listening skills and a strong customer service orientation.
• Ability to work collaboratively within a team to achieve shared objectives.
• Skilled in logging, troubleshooting, and resolving technical issues effectively.
• Willing and able to work on a 24x7 rotating shift basis, including weekends, public holidays, and overnight shifts.
* Working Location: Heng Qin

有意應徵者可將個人簡歷、個人身份證副本、相片及相關證明證書電郵至 recruitment@winson- group.com
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