Added 1733 days ago
Service Desk 2nd Line Support Engineer
LocationBangkok
Job typeTemporary
SalaryNegotiable
Job Responsibilities
- Provide remote support and/ or remote maintenance to customers
- Motivate and support the service desk operation, ensuring that calls are dealt with promptly to the satisfaction of end-users
- Ensure optimum accessibility of the Service Desk based on customer's service level agreement
- Act as a further escalation point for unresolved or escalated calls
- Analyze incident trends, and recommend and implement actions, with approval, to reduce incidents
- Report monthly on service delivery performance to Management and customer
- Coach and support service desk operations, assesses and records their performance and supports them in their personal professionalization
- Manages staff on the basis of performance reports and observed problem areas
- Manage and improve processes, work instructions and tooling on the Service Desk, organize and supervise improvement projects and contributes ideas for further professionalization of the organization
- Participate and assist in driving knowledge management process
Experience requirements
- 3-5 years' experience of managing a Service Desk or an IT service work environment
- Customer Service mind and Good Troubleshooting skills
- Excellent interpersonal, communication and analytical skill
- Able to work under pressure and time constrain
- Enthusiastic and ambitious attitude
- Proficiency in English
- ITIL certified is appreciated
Education requirements
- Bachelor or Master Degree in Computer Engineering or related fields