TMS Helpdesk Specialist

To perform the role as IT support to the TMS hotels.  Ensure the consistency and quality in hotel IT operation and technical standards. Act as a Brand Hearted catalyst for organizational change process management and plays a leading role in promoting the IHG Ways of Working around our Winning Ways, Room to be yourself, and align with our Company Vision and Purposes to deliver our Brand Standards through our people in a responsible way.

This role could be remote-based.

Your day to day

• Monitors various computer-related systems to ensure their normal functioning and serve operation departments.
• Report duty whenever required for problem-shooting.
• Resolve common issues faced by the customer by following a documented standard operating procedure (SOP) or scripts.
• Responsible for diagnosing, troubleshooting and resolving hardware and software failures, including operating system, application software, network equipment, etc. ‌
• Communicate with users through telephone, Wecom, email and other means, provide remote assistance and technical support, to solve users in the use of IT equipment and applications in the process of the problem. ‌
• Responsible for the daily maintenance and security management of the system, including virus protection, data backup, network monitoring, etc., to ensure the stable operation of the system and information security.
• Arranges proper maintenance of various computer-related equipment, including PC, printers, etc.
• Extends full support for various systems upgrade whenever required, including pre-installation liaison with suppliers, processing of training, installation etc.
• Works on shift duty as required.
• Performs any other duties as required by Hotel Management Team.
• Proactively participates in the GC P&T IT projects deployment in the assigned area for testing, coordination, and implementation.
• Provides the timely, accurate and detailed hotel IT status report for hotels in the assigned area.
• Provides professional support and training to hotel to make sure the brand standard compliance.
• Supports GC P&T team to deliver and demonstrate the best practices and enforce the IT standards at the hotels in the assigned area.
• Summarize typical problems and solutions to improve work efficiency.
• Be a creditable IT professional that is trusted by superiors, colleagues, and the subordinates.

What we need from you 

• College or above Diploma or Vocational Certificate in Computer Science or Information Technology or related field
• Minimum 3 years hotel IT related experience or an equivalent combination of education and work-related experience
• Professional knowledge and skills required for the job
• Good team player, proactive, self-motivated, responsible, hardworking and able to work under pressure.
• Strong analytical and problem-solving skills
• Good patience and sense of service
• Familiar with hotel operations
• Excellent written and verbal communication skills
• Strong learning ability, able to solve some technical or unexpected problems independently
• Recognize the need for continuous renovation and make adjustment based on the changes needed.