TSR - Bilingual (Thai & English)

• Provides first level support to assist users at the onset of an issue or request using available contact channels and act as a single point of contact for all users.
• Responsible for ensuring that all issues and requests reported are categorized and allocated efficiently and correctly.
• Liaises with the other Levels (2nd and 3rd level) within the team including other support levels outside the team (eg. from client or vendor side) to ensure any incident/request that cannot be resolved/attended at the 1st level is appropriately escalated.

Roles and Responsibilities

• Perform first level support to assist end users at the onset of an issue or request
• Serving as the first point of contact for end users seeking technical assistance over available contact channels
• Provide initial investigation and diagnosis and promptly allocates unresolved issues as appropriate
• Categorize and record reported queries and provide solutions
• Logs incidents and service requests and maintains relevant records
• Support problem identification
• Update users on the status of reported cases and advise users on appropriate course of action
• Monitor issues and requests from start to resolution
• Escalate unresolved problems to a higher level of support
• Provide essential online security advice and support to end users
• Delivering customer service through multiple channels
• Monitor and respond quickly and effectively to issues/requests received through Service Desk
• Contributes to creation of process documentation when needed
• Submit daily, weekly and monthly reports as required

Key Relationships

• Client Key Stakeholders
• Business Executives and staff at all levels
• Service providers and vendors
• Project Leadership Team and Staff

Key Competencies

• Associate's or bachelor's degree in computer science, information systems, or similar course
• Should have both speaking and writing experience in Thai and English language
• Experience in an IT performance analysis and end-user support role
• Exceptional analytical, diagnostic and problem-solving skills
• Knowledge on computer programs and hardware
• Customer-oriented and cool-tempered
• Knowledge on any service desk software or ticketing tool
• Excellent collaboration, communication, and interpersonal skills.
• Excellent prioritization and time management skills