Asia Service Desk Agent

Location Bangkok
Discipline IT
Salary 30-40K
Job startdate

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