System Analyst

2 days ago

บงกม กรงเทพมหานคร, Thailand Lotus's (Ek-Chai Distribution System Co., Ltd.) Full time

Investigate and diagnose technology issues.
IT operations for Logistic/Transportation business.
Call handling experience in IT Service Desk.
Key Responsibility
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 customers issues and keep them informed of the progress.
Possess detailed knowledge of relevant SLAs and their implications for support.
Possess in-depth knowledge of processes and good grounding 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.

**Qualifications**:
Bachelor Degree or higher in Computer Engineering, Computer Science or related fields.
1-3 years experience in IT operations, development or programming.
Call handling experience in IT Service Desk environment with exceptional customer focus and root cause analysis.
Good communication, problem solving and cross-group collaboration skills.
Good command of written and spoken English.
Ability to prioritize, track and manage a large number of divergent tasks and action items.
Strong foundation on data query / manipulation using SQL and data visualization using tools.
Lotus's.
Ek-Chai Distribution System Co., Ltd.
Buengkum, Bangkok 10230, Thailand.

**Job skills required**: English, SQL, Problem Solving

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