(Assistant) Officer, Digital Services Management

4 days ago


กรงเทพมหานคร, Thailand PTTEP Full time

PTTEP Services Limited**Key Accountabilities**:

- OS lifecycle management - responsible for determining org wide OS version and handle the migration.
- Standard software lifecycle management
- Software deployment - improve SCCM process to be more real time and automated.
- Remote support process for helpdesk - replace manual remote with centralized remote support with audit trail and improve user experience (not ask for what IT should know like computer name, IP address).
- Computer replacement process to ensure better user experience (like to like replacement of software and user profile).
- User Join/leave process to ensure good service delivery and data security such as system backup for legal case / disk cleanup before reissue computer or returning to vendor.

**Professional Knowledge & Experiences**:

- Bachelor’s Degree in Computer Science, Computer Engineering or related.
- Minimum 5 years within a customer facing IT organization with direct client interface experience.
- Minimum 5 years of experience in IT Service Management principles and concepts and demonstrated results implementing ITSM best practices related to the Change, Incident, and Problem management lifecycle.
- Minimum 5 years of experience in implementing process improvement programs experience in root cause analysis and trend analysis for support centers required.
- Minimum 5 years of experience implementing and reporting metrics and key performance indicators (KPIs) that track and report the effectiveness of a Support Team both within the team for productivity and to peers and management on value delivered.
- Minimum 5 years of experience managing vendor managed services using the metrics and KPIs and Service Level Agreements (SLAs) to insure quality service is being delivered.
- Minimum 5 years of experience in technology services management (desktop support, service desk, change management, BC/DR).

**Professional Knowledge & Experiences (Cont.)**:

- Strong knowledge of IT Service Management (ITSM) frameworks and ITIL. ITIL certification will be advantageous
- Knowledge and experience in tools such as NexThink, Snow, SCCM, ServiceNow will be advantageous
- Ability to think laterally, possess strong problem solving, planning and prioritization skills
- Excellent customer management skills in managing expectations and ensuring a high degree of customer experience.
- Excellent command of Thai/English and ability to effectively communicate at all levels (written and verbal)
- Strong verbal communication skills
- Active listening skills
- Interpersonal skills, such as empathizing with angry users
- Analytical skills
- Problem solving skills



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