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Analyst, Service Delivery - REQ2868Melco Resorts & Entertainment Limited
Analyst, Service Delivery - REQ2868Melco Resorts & Entertainment Limited

Job Highlights

  • Identify systematic problems
  • Build & maintain OS images & approved application
  • Handle patch management

Job Description


  • Responsible for the IT Service Delivery Operations for handling the incidents & fulfilling the service request
  • Handle assigned project implementation from time to time
  • Be customer-focus oriented and measure of success are via efficiency in response & resolution as well as customer satisfaction



  • Act as primary resource to provide on-site / remote support to users on various client devices and business systems.  Scope of support including but not limited to client installation and configurations, data entry, troubleshooting and engagement of vendor support
  • Identify systematic problems and / or recommend opportunities for improvement that will eliminate or reduce number of reported problems
  • Build & maintain OS images & approved applications for various PCs & Laptops models
  • Handle patch management on client OS with evaluation, testing, & deployment
  • Ensure security software on client devices are healthy and updated
  • Provides deskside support including software, hardware and networking support for desktops, laptops and servers. Build up quality FAQs as reference for both IT supports and users to promote knowledge sharing & self-service
  • Takes responsibility for follow-up services or problem escalation
  • Vendor management / coordination on faulty client devices
  • Ensures customer satisfaction throughout the service delivery transaction




  • 1-2 years of relevant IT enterprise support experience required
  • Hands-on experience with personal computers/laptops/mobile devices in iOS & Android platform
  • Proficiency with Windows XP/7/10
  • Possess good technical understanding on Active Directory, Exchange, and Office applications is essential
  • Possess strong experience in hardware and software troubleshooting
  • Exposure to Gaming and/or Hotel industry preferred


  • Bachelor’s Degree in Information Technology or equivalent relevant qualifications
  • Preferred Certification: ITIL, MCSA, MCSE

Skills / Competencies

  • Ability to communicate effectively in English and Cantonese/Mandarin
  • Good listening skills & customer service expertise
  • Ability to work as part of a team to accomplish common goals
  • Log, troubleshoot, and track problems to a successful conclusion
  • Ability to present ideas in user-friendly language to non-technical personnel and end users
  • Salary and position commensurate with experience


To apply or for more information, please visit our website:
Suitable candidates will be invited for an interview within 4 weeks of their application. All information collected will be used for recruitment purposes only.

Additional Information

Career Level
Entry Level
Years of Experience
1 year
Employment Type
Full Time, Permanent

Company Overview

Melco Resorts & Entertainment (NASDAQ: MLCO), a leading developer, owner and operator of casino gaming and entertainment resort facilities in Asia.  The Company currently owns and operates City of Dreams, its flagship integrated resort and home to the world’s largest water extravaganza - The House of Dancing Water; Studio City, a cinematically-themed integrated resort; Altira Macau, a Forbes 5-star luxury hotel; and the Mocha Clubs, a series of lifestyle and entertainment clubs in Macau.  In the Philippines, a subsidiary of the Company operates and manages City of Dreams Manila, an integrated resort in the Entertainment City complex in Manila.


Additional Company Information

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