IT Helpdesk

Location
Bangkok

Job type
Contract

Consultant contact
0836454656

**Job Summary**
- Acts as a single point of contact for all colleagues regarding IT issues and any other IT related questions. Provides multilingual support;
- Reviews all the open incidents raised during the day;
- Analyzes the impact of the incidents by communicating with the colleagues;
- Resolves or re - assigns the incidents using the defined escalation matrixes / the standard documentation and the standard templates available for the incidents;
- Gives feedback to the colleagues regarding the status of the incidents and makes sure all the activities performed for the resolution of the incidents are documented in Service Now
- Monitors several IT systems in order to prevent the occurrence of the recurrent incidents and minimize the impact for the colleagues.
- Responsible for the access management process - monitors and controls the rights that our users are having in the IT Systems in order to assure the security of our systems.
- Coordinate the request fulfilment process - create/ fulfil requests for colleagues for IT systems (PC Software, EC requests, file restore, AFIS accounts, IGET IT, L2L, etc);
- Involved in the analyse of the IT process and propose solutions for automatization of the manual tasks to improve the quality of our IT services.
- Involved in the transition process: participate at the requirements definition, testing and implementation

**Strategic Context and Challenges**
- Participates in identifying the solutions and creating the technical specifications for the implementation of the IT Process changes in Service Now required;
- Close incidents and requests within the defined KPIs
- Applies the Escalation model in IT
- Tasks assigned yearly on specific action plan based on Major activities from yearly strategy
- Project operational tasks for L1
- Inform the management for Priority issues
- Create Incident records for all the tasks he performs

**Core Responsibilities and Activities**
- Provide L1 support for Electronics plants globally as a main activity and support the rest of the other L1 colleagues from Asia
- Involved in the communication process - inform the management for critical outages and keep the rest of the colleagues updated;
- Collaborates closely with the regional and global teams to resolve the incidents and request based on defined KPIs
- Part of Crisis situations to document all received complains, coordinate the testing with the users after the services are restored and provide feedback to the global/regional teams.
- Responsible for the Termination process for the users based on predefined procedure
- Perform UAT for IT side when required by the IT
- Manager or by the IT Team Lead