Service Delivery Support Analyst
Gardaland Resort
Central; Hong Kong, HONG KONG, Hong Kong

Service Delivery Support Analyst

Merlin Entertainments, Hong Kong

Ajob with Merlin isn’t like a job anywhere else. With attractions around theworld, from rollercoasters to wax figures, we don’t trade in suits, handshakesor briefcases.

We trade in fun. In smiles, shrieks and spine-tingles. InMemories. In magic. But there are no tricks behind our magic. Instead, thereare people like you.

Passionate, dedicated people who are committed to makingsure our worldwide attractions and guests’ experiences are the best they canbe.

Due to continuing growth and development ofMerlin’s attractions and brands on a global scale, we are looking for a ServiceDelivery Support Analyst to join our IT team on a permanent basis to primarily support our LEGOLAND Discovery Centre and Madame Tussauds Hong Kong attractions.

About the Role...

Reporting into the Senior IT ProjectManager, you will be responsible for :

  • Identifying and fixing IT related incidents, problems and requests to agreed standards / SLA’s using ServiceNow.
  • Representing Merlin IT within Merlin attractions, delivering first class technology services to all staff based within the site.
  • Working with all Local Support Teams, Lead Local Support Analyst and the APAC Service Delivery Manager to develop and improve the IT Service delivered to the Merlin Business.
  • Championing and promoting service Improvement on an on-going basis to continually improve quality and user satisfaction with IT Services.
  • Acting as single point of ownership for effective provision of systems and services to customers
  • Ensuring appropriate OLAs / SLAs are met in all IT services.
  • IT stock and IT estate management for the Merlin attractions as necessary.
  • About You...

  • Good desktop, hardware and application support skills.
  • Good knowledge of operating systems (WINDOWS 10)
  • POS Support skills.
  • Proficient English skills.
  • Experience in First Line Support, escalation procedures, and Service Now.
  • Ability to work in a fast-paced environment.
  • Ability to articulate technical situations in a clear manner.
  • Attention to detail (tickit information).
  • Able to travel when required.
  • Able to work outside of normal working hours when required.
  • The Perks

    We’re growing fast and alongside a fun andfriendly environment, we offer a fabulous package and amazing prospects idealif you’re already fantastic and can quickly become even better (our magic canhelp here).

    EveryoneMatters at Merlin.

    At Merlin we welcomethe world to our magical attractions and resorts every day and we want toreflect that same multicultural mix inside our business too.

    We strive tocreate an inclusive and diverse workplace where people can be themselves, havethe same opportunities and thrive together.

    Because at Merlin, everyonematters!

    Together, we work tocreate a workplace where everyone feels valued, no matter their age, race,gender, disability or sexual orientation.

    Although we understand that we'llalways be learning and growing, we aim to be the most inclusive and flexibleemployer in our industry.

    If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Recruitment Merlinentertainments.

    biz and one of the team will get back to you as soon as possible.



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