Website LEGOLAND Resort
You will work with the wider IT Team to provide first class technical support Merlin offices and attractions. You will manage & prioritize workload to deliver operational excellence and act as point of escalation between the business and IT.
- Champion and promote Service Improvement on an on-going basis to continually improve quality and user satisfaction with IT Services
- Single point of ownership for effective provision of systems and services to customers
- Represent Merlin IT within the LEGOLAND Resort & other North American attractions, delivering first class technology services to all staff based within the site
- Identify and fix IT related incidents, problems and requests to agreed standards / SLA’s using ServiceNow.
- Ensure appropriate OLAs/SLAs are met in all IT services
- IT stock and IT estate management for the LEGOLAND Resort attractions and Midways as necessary.
- Work with all Local Support Teams, Lead Local Support Analyst and the North American Service Delivery Manager to develop and improve the IT Service delivered to the Merlin Business.
- Work with the wider Merlin Digital Department to develop and improve the IT Service delivered to the Merlin Business
- Demonstrate good knowledge of all Merlin IT Systems and Services.
- Ensure technical documentation is up to date and fit for purpose.
- Assist with the coordination and resolution of major incidents.
- Provide first class IT Support & Service Delivery to Merlin staff
- Promote a sense of ‘Team Operations’ and demonstrate a collective working environment across all Technical Staff
- Ensure the Global Service Desk is being used as a ‘Single Point of Contact’ for all IT requests and incidents
- Act as a point of escalation for major incidents.
- Demonstrate good knowledge and technical understanding of all Merlin attractions and offices.
- Knowledge of operating systems such as Opera and other POS systems is preferred
- Must have good desktop, hardware and application support skills
- Must have the ability to work in a fast paced environment
- Experience with digital signage kiosks is preferred
- Must have 3 years’ experience working with with first line support escalation procedures
- Experience with ITIL Foundation is highly desirable.
Company: LEGOLAND Resort
Vacancy Type: Full Time
Job Location: Sarasota, FL, US
Application Deadline: N/A