Descrição
We are looking for an active, detail-oriented, and service-minded person to join our Technology System Department in the role of IT On-Site Support.
The key accountabilities are the following:
- As part of the Technology system department, represent Technology as a source of contact for users needing technical assistance primarily in the Bangkok Office
- Provide level 1 initial assessment and troubleshooting of inbound issues (Technical onsite support)
- Answers end-users’ queries when possible and appropriate
- New user on-boarding and Departing user departure technical tasks
- Record, track and monitor incidents and service requests following the defined Incident Management Process. Provide an accurate record of each incident description and resolution
- Manage resolution of issues efficiently and professionally. Monitors on-going jobs and ensures immediate resolution of the reported problem
- Liaise between end user community and technical teams towards resolution of the reported problem
- Escalate unresolved incidents and request to the appropriate tier 2 and tier 3 support teams, following defined escalation procedures
- Follow up on SLA breach notifications
- Provide on-time status and communication to end users regarding outstanding and resolved incidents
- Proactively increase the efficiency of the day-to-day operations by suggesting improvements regarding tools and processes
- Maintain a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading and participating in projects and improvement initiatives
- Communicate to management on high-impact operational issues
- Follow Service Desk procedures, policies and processes diligently and accurately
- Provide back-up support for other team members, as required
- Perform any other project or tasks assigned by supervisor and/or management
For more information, please contact HR at 02 636 2000 or 02 666 2824 Ext. 8785