IT Support - English Skill (Rayong - Nikhom Phatthana)
About this position
Responsibilities
• Answers and responds to inbound calls or electronic requests from end-users
• Creates and documents all support calls from the users into the service desk ticketing software
• Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support
• Analyzes and resolves all application software or hardware incidents and requests from end-users
• Ensures to log and tracks incidents and requests from identification through resolution stages
• Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
• Updates general knowledge of current corporate, division, and facility-specific products, as well as improving the ability to resolve requests on first contact
• Responsible for providing on-call support as needed
• Establishes and develops relationships with other IT&S teams through frequent constructive communication
• Logs incidents and requests into appropriate product categorization
• Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
• Handles customers’ issues or requests with professional attitude
Requirements
• Minimum of 2 years of experience as IT Support, helpdesk or service desk
• Should be able to use English at work both verbal and written communication
• Knowledge: Should have experience in working in a IT service desk environment; using an ITSM tool to create, update and manage tickets with precision and attention to detail. They also require solid technical knowledge of enterprise level computing, mobile devices, supported Microsoft operating systems, business software and office productivity tools
• Troubleshooting experience on Microsoft desktop OS and software related issues is also required. It is also vital that service desk analysts possess Virtual Desktop Infrastructure (VDI) experience as well as competency in call center tracking tools
• Prior experience supporting customers in use of application software and proficiency in applying support software tools are also required to work as a service desk analyst
• Customer service skills: They require a customer service orientation or prior customer service training to effectively provide customer support services in a professional manner. This includes providing customer support over the telephone
• Technical skills: They must possess the requisite IT expertise for resolving user issues
• Problem-solving skills: it is essential that service desk analysts are naturally curious problem-solvers