Client's business problem to solve 客户需要解决的业务问题
Our Client is the largest hotel franchisor in the world, with 9,280 locations, NTT are getting into contract with Client to manage Implementation services. Our NTT Business Process Outsourcing (BPO) team has implemented the processes and technologies to manage customer implementation, deployment and installation process of property management system, as well as providing multi-lingual global operations support services for Wyndham’s International franchisees and Wyndham’s field operations team, to support their technology needs and operational tasks.
我们的客户是全球酒店特许经营商，拥有9,280家酒店。NTT正与客户签订合同，负责管理实施服务。我们的NTT业务流程外包(BPO)团队已实施了流程和技术，以管理客户酒店管理系统的实施、部署和安装流程，并为温德姆的国际特许经营商和温德姆的现场运营团队提供多语言全球运营支持服务，以支持他们的技术需求和运营任务。
Position's General Duties and Tasks 职位的一般职责和任务
Summary: 概括
Opera Helpdesk Senior Associate will provide front-line support for our international hotels technology needs. They will use analytic and troubleshooting skills to find solutions to technology-based problems. They will be responsible for taking these requests from our hotels through a number of different sources including phone, chat, and email. These requests will include but will not be limited to property management systems, user account management, and hardware support as well as other cloud-based property level systems. This individual must be able to work independently and make use of available resources as needed.
Opera 服务台高级助理将为我们国际酒店的技术需求提供一线支持。他们将运用分析和故障排除技能，为技术问题寻找解决方案。他们将负责通过电话、在线聊天和电子邮件等多种渠道接收来自我们酒店的请求。这些请求包括但不限于酒店管理系统、用户账户管理、硬件支持以及其他基于云的酒店级系统。该职位必须能够独立工作，并根据需要利用现有资源。
In these roles you will be responsible for: 担任这些职务后您将负责：
- Front line support for Opera PMS (Cloud & On-Prem) and other Wyndham approved PMS incidents & tickets
为 Opera PMS（云端和本地）以及其他 Wyndham 认可的 PMS 工单提供一线支持
- Manage customer reported, automated and human generated alerts relating to service status as 1st responder, acknowledge them, take corrective action following standard operating procedures
作为第一线响应者，管理客户报告的、自动的和人工生成的与服务状态相关的警报，确认这些警报，并按照标准操作程序采取纠正措施
- Understanding of the following monitoring concepts: Infrastructure, systems, application health, system availability, latency, performance, and end-to-end monitoring.
了解以下监控概念：基础设施、系统、应用程序健康、系统可用性、延迟、性能和端到端监控。
- Exchange online (Mailbox creation, management, migration, mail-flow etc.)
在线交换（邮箱创建、管理、迁移、邮件流等）
- Basic knowledge in Networking (TCP/IP, DNS)
网络基础知识（TCP/IP、DNS）
- Should be versatile in problem solving and resolve complex issues ranging from OS and application faults to creatively improving solution design
应具备多种解决问题的能力，能够解决从操作系统和应用程序故障到创造性地改进解决方案设计等复杂问题应具备多种解决问题 的能力，能够解决从操作系统和应用程序故障到创造性地改进解决方案设计等复杂问题
Requirements for this role include: 该职位的要求包括：
- Preferably with a college degree in Hospitality Management, or equivalent
偏好拥有酒店管理或同等学历
- Strong administrative skills are essential, with outstanding demonstrated coaching and development skills.
必须具备强大的管理技能，并具有出色的指导和发展技能
- Minimum of a High School diploma is required
至少需要高中文凭
- Prefers to be fluent in reading, writing and spoken English language skills.
偏好具有流利的英语阅读、写作和口语技能
- Must be fluent in reading, writing and spoken Mandarin language skills.
必须具有流利的普通话阅读、写作和口语能力
- With excellent personal presentation and interpersonal skills, good problem-solving ability and be proficient in Hotel property management systems, in particular Opera and other PMS.
具有优秀的个人表达能力和人际交往能力，良好的解决问题能力，熟练掌握酒店物业管理系统，尤其是Opera和其他PMS
- Experience in the hospitality field is an asset
拥有酒店业经验者优先
Preferences:
- Excellent communication and listening skills, excellent writing skills, and detail oriented.
出色的沟通和倾听能力、出色的写作能力以及注重细节。
- Experience with windows based PCs
具有使用 Windows 电脑的经验
- Knowledge of computer networks, and cloud computing
了解计算机网络和云计算
- Ability to troubleshoot WiFi connectivity
能够排除 WiFi 连接故障
- Knowledge of computer hardware, and network equipment
了解计算机硬件和网络设备
- Strong customer service skills
强大的客户服务技能
- Good oral and written communication skills
良好的口头和书面沟通能力
- Effective team member/s both within and outside the support organization.
支持组织内部和外部的有效团队成员。
- Able to assist in answering questions and providing vital updates when necessary.
能够在必要时协助回答问题并提供重要更新。
- Understands IT, training, and Property Management Systems.
了解 IT、培训和酒店管理系统
- Can work well under pressure
能够在压力下很好地工作
Required schedule availability for this position is Monday - Friday (8:00AM- 5:00PM China Time). The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime and work on weekend basis business requirement.
该职位要求工作时间为周一至周五（中国时间上午 8:00 至下午 5:00）。轮班时间可根据客户要求调整。此外，员工可能需要根据业务需求加班或周末加班。