Asia Service Desk Agent

Location Bangkok, Bangkok
Job type Contract
Job reference BBBH20848_1626707651
Salary THB30000.00 - THB40000.00 per month
Consultant email

Job Summary

  • Acts as a single point of contact for all colleagues regarding IT issues and any other IT related questions. Provides multilingual support;
  • Offers IT technical support via email, phone, and chat to all colleagues, by following the current procedures;
  • Reviews all the open incidents raised during the day;
  • Analyzes the impact of the incidents by communicating with the colleagues;
  • Resolves or re - assigns the incidents using the defined escalation matrixes / the standard documentation and the standard templates available for the incidents;
  • Gives feedback to the colleagues regarding the status of the incidents and makes sure all the activities performed for the resolution of the incidents are documented in Service Now
  • Monitors several IT systems in order to prevent the occurrence of the recurrent incidents and minimize the impact for the colleagues.
  • Responsible for the access management process - monitors and controls the rights that our users are having in the IT Systems in order to assure the security of our systems.
  • Coordinate the request fulfilment process - create/ fulfil requests for colleagues for IT systems (PC Software, EC requests, file restore, AFIS accounts, IGET IT, L2L, etc);
  • Involved in the analyse of the IT process and propose solutions for automatization of the manual tasks to improve the quality of our IT services.
  • Involved in the transition process: participate at the requirements definition, testing and implementation

Core Responsibilities and Activities

  • Provide L1 support for Electronics plants globally as a main activity and support the rest of the other L1 colleagues from Asia
  • Involved in the communication process - inform the management for critical outages and keep the rest of the colleagues updated;
  • Collaborates closely with the regional and global teams to resolve the incidents and request based on defined KPIs
  • Part of Crisis situations to document all received complains, coordinate the testing with the users after the services are restored and provide feedback to the global/regional teams.
  • Responsible for the Termination process for the users based on predefined procedure
  • Perform UAT for IT side when required by the IT
  • Manager or by the IT Team Lead