Helpdesk Support

Location Bangkok
Job type Contract
Job reference 11871
Salary 25,000 - 35,000
Consultant email
Consultant contact 0836454656

​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

Strategic Context and Challenges

  • • Participates in identifying the solutions and creating the technical specifications for the implementation of the IT Process changes in Service Now required;

  • • Close incidents and requests within the defined KPIs

  • • Applies the Escalation model in IT

  • • Tasks assigned yearly on specific action plan based on Major activities from yearly strategy

  • • Project operational tasks for L1

  • • Inform the management for Priority issues

  • • Create Incident records for all the tasks he performs

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