DUTIES & RESPONSIBILITIES
1.0 Technical and Support Duties
- Analyses, reviews, recommends and implements new business applications to improve users’ productivity and business efficiency.
- Analyses, designs, recommends and implements new server and network infrastructure.
- Assists in the minor changes to business application forms and/or reports wherever possible and permissible in the systems.
- Notifies IS vendors of any malfunctioning of hardware or application under the agreed Service Level Agreement (SLA).
- Reviews reported application or system problems and resolve them on the spot if possible.
- Provides helpdesk and technical support for both business application and end user computing devices (computer and mobile devices).
- Administrates new users, delete resigned user’s accounts, password and change request in the computer system, all authorised business application and online government portal.
- Performs IS Asset Management and ensure all IS equipment are properly tagged, updated in inventory and disposed in proper after management approval.
- Requests and negotiates with IS vendors on the supply of software application and hardware requirements for the organisation.
- Reviews annual maintenance contracts for both hardware and software application support with the IS vendor in timely manner.
- Provides first level technical assistance to the Hotel’s guest on High Speed Internet Access (HSIA) problem when requested.
- Performs investigation and troubleshooting upon receiving feedback on poor HSIA service provided, and escalate to the contracted vendor for following up till resolution.
- Performs Cloud Infrastructure as a Service (IaaS) (Financial Application) administration and support.
- Performs Cloud Software as a Service (SaaS) (Office365, Financial and POS Application) administration and support.
- Periodically conducts Cyber Security Awareness Training to reduce and mitigate possible attacks the computing users may face.
- Supports and escalates website technical issues to the contracted website vendor.
- Reviews the IS Policies and Procedures and make necessary changes when required.
- Liaises with internal and external Auditors on any IT audit matters.
2.0 Routine Duties
- Reviews automated backup logs and perform remediation when backup fail.
- Reviews antivirus alert notification and performs quick inspection on the reported user’s computer when needed.
- Reviews network Firewall logs and performs remediation when needed.
- Reviews Anti-SPAM mailbox and forward the false positive email(s) back to the targeted recipient; whitelist the sender’s email address in the anti-spam listing.
- Periodically performs ad-hoc backup restoration from past backup tape to check the backup can be restored.
- Performs Servers and Network maintenance for efficient operation and early fault detection.
- Performs technical support on computing users’ devices when requested.
- Troubleshoots on problems with the Guest Room door lock and escalates to the contracted door lock vendor when needed.
- Performs door lock readings when requested either by Front Office Manager, Executive Housekeeper, Duty Managers, Housekeepers or Security Managers.
- Performs POS Menu Items maintenance when received the approved F&B Menu Item Maintenance Form from the F&B department.
- Performs POS configurations changes when received the approved Change Request Form from Food & Beverage Manager.
- Reviews the interface export files from Hotel Property Management System, Material Control System and Payroll System; making sure all format in order before uploading into Financial Application.
- Performs physical inspection on the IS equipment and the air-con temperature in the IS Server Room.
- Extracts the Local, IDD and STD Call Charges on Admin usage on Monthly basis and submit to Accounts Officer.
- Administrates and supports digital signage issues.
- Conducts spot check on computing users and impose corrective action to the users who did not comply with IT Security Policy.
- Performs monthly system date backup and tape exchange with Goodwood Park Hotel’s IS Team for offsite storage.
- Updates the Financial Year Calendar in the Hotel Property Management System and Financial Application for the next fiscal year on a yearly basis where applicable.
- Administrates and supports DocuWare issues.
- Administrates and support Amadeus Integrated booking suite issues.
3.0 Other Duties
- Provides technical support to Goodwood Park Hotel’s computing users during the absence of the IS Team in Goodwood Park Hotel where required.
- Provides technical support to TPK Holdings Pte Ltd and other related companies of the Group.
- Provides technical support to Management Office on Mac operating system matters, updates and issues where applicable.
- Conducts monthly IS meetings to provide on latest IT trends, cybersecurity, data analysis of hotel’s website & WIFI usage, IS maintenance schedules and discuss computing user issues.
- Attends IS seminars to gain insights, new knowledge and idea to share with the Department Heads for improves productivity and workflow.
- Attends IS training or workshop for self-improvement and develops new skillset to serve the organization better.
- Performs any other duties as and when assigned by the Executive Assistant Manager or General Manager.
