Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.
JOB SUMMARY
The property IT Support Analyst provides first level support and function as the initial focal point for all workflow related to incidents and service request for associates based at the property. This position generally works under minimal supervision and within well-established guidelines to complete routine tasks. The role is responsible for performing repairs, installations, and maintenance of all property-based systems.
Customer support will include the completion of calls with particular focus on providing technical expertise and knowledge for the MVCI desktop systems and application environment, infrastructure and business-related applications including TSW, Cherwell, Asset Management and Universe.
Effective ongoing communication with the business and end users such that opportunities are taken to improve infrastructure service, overall service delivery and its performance are well understood, and their expectation are managed and met.
Scope:
- Number of Direct Report : None.
- Number of Properties : Typically, one, but position is unit-based position and may provide support to other resorts \ offices as and when required.
JOB-SPECIFIC TASKS
Support (Element = 60%)
- Responsible to assist our property-based customers with the resolution of 1st line support calls, with expertise in supporting the local environment and ensuring superior customer service is provided to all internal clients.
- Responsible to liaise and work with management, vendors, and the technical teams based in Singapore, the UK, and the USA to resolve incidents and fulfill Service Requests.
- Responsible to record, updating, monitor, and resolve incidents and requests in the service management systems in accordance with SLA and escalating incidents as required.
- Responsible to ensure that support matters are properly documented and assisting in reviewing them for adverse developing trends.
- Responsible for local hardware configurations including but not limited to a printer, fax, telephone, and mobile phone setups.
- Responsible for desktop and laptop deployments and packaged software installs under the proviso all corporate standards and software licensing conditions have been met. This includes associated processes for the backup and restoration of user data e.g., user preferences, favorites, shortcuts, PST files, remote desktop connection to TSW, etc. as well as hard drive encryption for all laptops and desktops where PCI data is in use
- Responsible for liaising with local service providers to resolve telecoms and data line problems for both front and back-of-house systems.
- Responsible for reporting incidents for warranty-covered items to external vendors etc. and overseeing the replacement of parts etc.
- Responsible was required for local procurement of hardware and software through corporate-approved vendors only, using OSC for relevant approval.
- Responsible for the provision of user training: Outlook, network drives, and corporate data security policies (MVWPs).
- Responsible for ad-hoc administration duties including the shipment of faulty hardware (where necessary) to local vendors.
- First-level support for Member Service phone system (InContact & RingCentral) and reach out to Level 2 support whenever needed
- Supporting Sales operations in Bangkok and Phuket including assistance during roadshows
Maintenance (Element = 30%)
- Responsible for performing asset audits and ensuring the computer asset inventory is accurate. This includes the maintenance of accurate user records and department codes for revenue generation and security purposes.
- Responsible for hardware asset decommissioning, wiping data, and disposals in strict accordance with corporate policies.
- Responsible when necessary and under the guidance of senior staff; to assist with troubleshooting and performing preventative maintenance for server, router, etc. related issues in the computer room.
- Responsible for maintaining a secure IT environment including performing security updates and ensuring the local server room is clean of clutter, all cabling is tidy, no unauthorized equipment is installed and there is no risk of air conditioning failures or flood damage.
- Responsible for maintaining and ensuring all internal support and installation documentation is up to date always including escalation information.
Projects (Element = 10%)
- Responsible to participate in authorized business projects which involve working with the wider IT department and collectively ensuring the successful delivery, but also keeping the business fully informed with relevant information where a change to systems, applications, and processes is involved.
- Responsible for office re-organizations: desktop, laptop PC, telephone, fax, printer movements as necessary and all related work e.g., network port patching, etc.
Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by management.
Communication
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the caller’s name, transferring calls to the appropriate person/ department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
- Speak to guests and co-workers using clear, appropriate, and professional language.
- Talk with and listen to other associates to effectively exchange information.
- Provide assistance to associates, ensuring they understand their tasks.
Working with Others
- Support all associates and treat them with dignity and respect.
- Develop and maintain positive and productive working relationships with other associates and departments.
- Handle sensitive issues with associates and/or guests with tact, respect, diplomacy, and confidentiality. Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Physical Tasks
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Safety and Security
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Other
- Perform all tasks in a timely manner ensuring all deadlines are met.
- Perform other related tasks as assigned by management.
- Comply with all company policies and procedures.
- Be proactive and have a flexible approach to work, always meeting the needs of the business.
- Maintain an attitude and commitment to provide excellent service to all customers and associates.
- Respond sensitively to the needs and feelings of others, regardless of status or position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
- Maintain a working knowledge of all MVC product lines.
- Maintain computer systems knowledge (e.g., Microsoft Office).
- Work with all associates as a team, always supporting the needs within the team and those of the business.
- Represent MVCI in a courteous, enthusiastic, and diligent manner.
CANDIDATE PROFILE
- 1-3 years of work experience in technical customer service support roles within hospitality or having the equivalent type of skills experience.
- Experience in direct College degree and/or related experience is typically required. Professional qualifications e.g., ITIL v.2 or v.3 Foundation preferred but not essential.
- Good knowledge and professional experience in a similar technical role e.g., a Service Desk Support Environment.
- Experience in managing contact center
- Knowledge of systems used by business departments (i.e., Front Office, Accounting, Human Resources, Food, and Beverage).
- Proficiency in English is required; additional languages (Indonesian, Mandarin, Thai, Cantonese) are an advantage.
- Intermediate computer proficiency in the use of Microsoft Office; computer word-processing skills with specific knowledge of Microsoft Excel and Word.
- Ability to work under pressure, manage multiple priorities, and be a self-starter, with the ability to work within tight deadlines and meet targets.
- Proven ability to work in a team environment and interact with all levels of the organization.
- Excellent written and oral communication; verbal, and non-verbal listening skills.
- Patience and understanding, especially with any language-related barriers.
- Positive and enthusiastic attitude.
- A professional and knowledgeable image.
COMPETENCIES
Personal Attributes
Integrity
Positive Demeanor
Dependability
Stress Tolerance
Adaptability/ Resiliency
Global Orientation
Results/Goal Orientation
Interpersonal Skills
Diversity Relations
Customer Service Orientation
Team Orientation Interpersonal Skills
Influence
Problem Solving & Resolution
Communications
Listening
Clear communication - both verbal and written in English and local regional language
Persuasiveness
Analytical Skills
Learning
Judgment
Technical Competencies
Technical Support
Customer Service Orientation (Strong client facing and relationship skills)
Quality Measurements
Complaint Resolution
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
