System Analyst

6 days ago

กรงเทพมหานคร, Thailand PRTR Full time

Our client is a retailer; selling food, grocery, apparel, home appliance, electrical appliance, etc. They are now looking for a System Analyst to join their team.

**Responsibilities**:

- Investigating and providing diagnosis on technology issues reported via Service Desk or Operational Monitoring.
- Collaborating with colleagues, peers, systems analysts and managers to resolve/escalate incidents/problems.
- Identifying wide impact issues and being involved in relevant teams to resolve within SLA.
- Identifying similarities, co-relating incidents and raising problems records/defects for the support teams to identify a solution/workaround.
- Retaining ownership of customer’s issues and keep them informed of the progress.
- Possessing detailed knowledge of relevant SLA’s and their implications for support.
- Possessing an in-depth knowledge of processes and good grounding across technology wide procedures.
- Identifying, recommending and implementing process improvements.
- Keeping up to date with technology and using this knowledge to improve resolution times.
- Identifying the need for training and being able to coach peers and team members on the latest developments in Technology.
- Generating and discussing daily/weekly/periodic reports relevant to calls and ticket volume.
- Monitoring call queues and assigning relevant skills to Systems Analyst and ensure call volumes are evenly distributed.
- Performing random audit checks on recorded calls, incidents and providing feedback to team members to ensure procedures are followed and quality is improved.

**Qualifications**:

- Bachelor’s Degree or higher in Computer Engineering, Computer Science, or related fields.
- 1-3 years’ experience in IT operations or System Analyst.
- Basic knowledge of Java and/or C++.
- Good communication, problem-solving and cross-group collaboration skills.
- Ability to prioritize, track and manage a large number of divergent tasks and action items.
- Good command of written and spoken English.

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