LEGOLAND® Dubai Resort · Dubai, United Arab Emirates
Scope of work (JOB PURPOSE)
To operate as part of the IT Team to provide IT Support and Services to LEGOLAND Dubai Resort.
Take ownership of IT Service & Asset related requests and incidents and ensure that the IT service delivery is up to standard. Ensure that IT functions as a work enabler for other business functions are able to operate optimally. Managing, upskilling, and guiding other IT team members to perform to the best of their abilities.
Main Responsibilities
- Delivering IT Support services to all staff across the LEGOLAND Dubai Resort which includes the parks, the Services and Administrative Office and the Hotel
- Engage with stakeholders across operations to identify challenges and areas of support and provide IT assisted solutions to improve service delivery for LEGOLAND Dubai and its customers.
- Champion and promote Service Improvement on an on-going basis to continually improve quality and user satisfaction with IT Services
- Ensure an effective and efficient response to customer questions, requests, and / or concerns.
- Monitor Operational Key Performance Indicators (KPI’s) and apply a professional, timely, and proactively approach to escalated issues and calls.
- Document technical procedures, develop and review content for knowledge base.
- Manage effective communication with members of the IT Support functions like Infrastructure and Application support Teams.
- Ensure appropriate cover for the Support team by managing the Support Calendar effectively.
· Assist with identifying staff training needs and delivering training.
- Foster a strong collaborative environment where all processes and procedures are followed.
- Managing and supporting events and/or issues on site, with the assistance of other DPR IT teams
- Manage vendor relationships where applicable.
- Act as mentor to other team members technically and assist them with communication style/content
Health & Safety
Managers/Supervisors are responsible for all aspects of Health, Safety & Security within their department, in line with the Group Policy (HS001). They must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees under their management are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored, and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.
Qualifications, Experience, & Skills
Required Qualifications:
- Preferably a bachelor’s degree in information technology and/or relevant field.
- 3-5 years in Field support/Analyst role
- 1-2 years in Senior Analyst/Supervisor role
- ITIL certification
- Experience of Troubleshooting Microsoft Windows, Office 365, Laptops, Desktops, Tablets, POS machines, Printers, IP Telephony, Handhelds and AV systems (Both Hardware and Software issues)
- Experience of working with Cisco Wi-Fi devices and Leyer 3 switches
- Experience of working on ITSM, IT Inventory and Asset Management platforms.
Required Experience:
- 3-5 years in Field support/Analyst role
- 1-2 years in Supervisory role
Job-Specific Skills:
- Experience of working on POS and Hospitality systems would be an added advantage.
- Relevant Microsoft, Cisco and other Industry standard certifications would be and added advantage.
- Ability to multi-task, prioritize effectively and think on your feet.
- Demonstrable experience in autonomous support and proactivity in improving IT Service and Support functions.
- Knowledge & experience of industry best practice in IT service delivery based on ITIL.
- Strong technical understanding of the key technologies used in the industry and keep up to date with new technologies related to the business.
- Excellent troubleshooting skills, ability to work autonomously and effectively manage stressful scenarios.
- Organize team tasks and projects.
- Participate in the development and improvement of the service, support, processes and procedures (ITIL)
- Ensure incident queues are kept up to date e.g. customers regularly informed of progress.
- Monitoring and maintaining service desk performance and systems to a high quality and standard.
- Mentor, coach and assist members of the team
