JOB SUMMARY:
Performs team lead duties like maintaining staff assignment schedules, analyzing and distributing performance metrics, and approving and posting knowledge base articles. Provides advanced first and second level 24/7 support over the phone and via email for all Universal Orlando team members, as well as 3rd party vendors and remote users. Includes troubleshooting, escalating, and resolving problems, generating and monitoring trouble tickets (via the incident management system), and serves as the single point of contact for all technology related issues. Performs daily scheduled AS400 procedures following documented processes to comply with audit controls. Responsibilities may include quarterly audit controls for SOX & PCI compliance, and problem & outage management.
MAJOR RESPONSIBILITIES:
Accountable for research, resolution and reporting of escalated issues and projects. Perform detailed analysis of undocumented issues in order to effectively document procedures for support team. Write, publish, and maintain documentation in Service Desk knowledge base. Maintain the support mailbox schedule to ensure continued support.
Motivate and Engage the support staff to keep focused on meeting the department's and company's goals. Monitor and advocate the yearly team member satisfaction survey and assist in improvement involving the team's moral. Recognize the support staff using approved methods. Provide guidance to advanced problems or team priorities as they appear. May be involved in team projects as necessary. Assists support staff by providing direction from management to maintain support levels.
Troubleshoots advanced technical problems via phone and email concerning network, PC/POS hardware and software including industry standard applications and UO custom applications. Resolves user permission issues on multiple systems including, but not limited to, ISeries, Windows, VPN and industry standard applications. Assists 3rd party vendor in resolving network printer issues related to print server or print services.
Provides customer service as the primary interface between Parks Technology and the business. Creates, assigns, prioritizes, and follows up on trouble tickets and requests using the incident management software. Communicates and coordinates ticket escalations, updates and outages. Communicates ticket descriptions, updates, ETA's, resolution explanations and outage notifications with the business. Ensure that service levels are being met by analyzing team metrics from phone and incident management systems.
Responsibilities could include creation and maintenance of ISeries and JDA accounts, iSeries printer management, quarterly SOX and PCI audit control processes. May be required to perform and administer daily and weekly scheduled procedures for AS400 operations including, but not limited to, routine core systems maintenance, tape management, daily financial processing and reporting for foods, merchandise and ticketing.
Performs user account management tasks including, but not limited to, creating new user accounts, modifying existing accounts, and providing user's access to corporate security and email groups.
Trains new team members and creates and maintains documented procedures as well as detailed communication of said procedures to the team.
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.
SCOPE:
Coordinating all Service Desk functions to ensure resolution, routing and delegation of tasks are being properly handled. Maintain confidentiality of sensitive information such as financial, personal data and future projects.
EDUCATION:
Associate's degree (AA) or Technical school degree in technical field is required.
Bachelor's degree (BA) in technical field is preferred.
EXPERIENCE:
4+ years previous Service Desk experience with PC hardware, software, Knowledge of Microsoft operating system and Microsoft Office is required.
4+ years of experience in a theme park technical support role.
3+ years of experience with AS400/iSeries is preferred.
1+ years of experience in a senior or lead Service Desk role is preferred.
Or an equivalent combination of education and experience.
CERTIFICATIONS, LICENSES, REGISTRATIONS:
CompTIA A+ and/or Net+ or comparable certifications required.
ITIL certification is preferred.
ADDITIONAL INFORMATION:
Works with 3rd party vendors, remote users and communicates with customers including, at times, top level executives.
Solid written and verbal skills are a must.
Your talent, skills and experience will be rewarded with a competitive compensation package.
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