​Location : Ramintra / Nawamin

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Responsibilities:

• Investigate and diagnose technology issues reported via Service Desk or Operational Monitoring

• Collaborate with colleagues, peers, systems analysts and managers to resolve/escalate incidents/problems

• Identify wide impact issues and involve relevant teams to resolve within SLA

• Identify similarities, co-relate incidents and raise problems records/defects for the support teams to identify a solution/workaround

• Retain ownership of customer’s issues and keep them informed of the progress

• Possess detailed knowledge of relevant SLA’s and their implications for support

• Possess in-depth knowledge of processes and good grounding across technology wide procedures

• Identify, recommend and implement process improvements

• Publish knowledge base articles for any new issues identified

• Keep up to date with technology and use this knowledge to improve resolution times

• Identify the need for training and able to coach peers and team members on latest developments in Technology

• Generate and discuss daily/weekly/periodic reports relevant to calls and tickets volume

• Monitor call queues and assign relevant skills to Systems Analyst and ensure call volumes are evenly distributed

• Perform random audit checks on recorded calls, incidents and provides feedback to team members to ensure procedures are followed and quality is improved

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Qualification:

• Bachelor’s Degree or higher in Computer Engineering, Computer Science or related fields.

• 1-3 years’ experience in IT operations, development or programming in C++ / Java

• Call handling experience in IT Service Desk environment with exceptional customer focus and root cause analysis

• Experience in troubleshooting windows desktop related issues and its applications

• Good communication, problem solving and cross-group collaboration skills

• Good command of written and spoken English.