Service Desk Specialist (SM)

Service Desk Specialist

Level: SM

Report to: Service Desk Lead APAC

Location: Bangkok, SM Tower Building (5 days on-site / shift rotation)

Job Purpose:

Responsible for providing frontline technical support to end-users, resolving IT issues, and ensuring a high level of customer satisfaction. This role involves responding to service requests, troubleshooting problems, and escalating issues when necessary. The Service Desk Specialist plays a crucial role in providing responsive and efficient technical support to end-users, contributing to the smooth operation of IT services, and ensuring end-user satisfaction within the organization.

Roles & Responsibilities:

1. End-User Support

- Serve as the initial point of contact for end-users seeking technical assistance.

- Provide prompt, courteous, and expert-level technical support for hardware, software, and network issues.

- Diagnose and resolve technical issues through remote or in-person troubleshooting.

2. Incident Handling

- Log and document service requests and incidents accurately.

- Prioritize and manage service desk tickets based on urgency and impact.

- Escalate complex or unresolved issues to higher-level support teams.

3. Customer Service

- Ensure a high level of customer satisfaction by delivering excellent service.

- Communicate with end-users in a clear, understandable manner.

- Follow up with users to ensure their issues are resolved satisfactorily.

4. Problem Solving

- Analyze and resolve common IT problems and challenges.

- Research, identify, and implement solutions for recurring issues.

- Collaborate with colleagues to address complex technical problems.

5. Knowledge Base Maintenance

- Contribute to the maintenance and expansion of the service desk knowledge base.

- Document solutions, troubleshooting procedures, and best practices.

- Promote self-service resources among end-users.

6. ITSM Tool Utilization

- Utilize IT service management (ITSM) tools to manage and track service requests and incidents.

- Ensure accurate and up-to-date documentation within the ITSM system.

7. Team Leadership and Operations Management

- Lead, guide, and support Service Desk team members to ensure consistent service quality and professional behavior.

- Assign, monitor, and balance workloads based on shift coverage, ticket volume, priority, skills, and team availability and daily readiness to maintain stable operations.

- Provide guidance on ticket handling, escalation, user communication, and service desk procedures.

8. Reporting and Performance Management

- Prepare and share regular Service Desk performance reports, including ticket volume, backlog, SLA achievement, response time, resolution time, and customer satisfaction.

- Monitor operational dashboards to identify workload trends, service risks, aged tickets, and improvement areas.

- Ensure ticket data quality in the ITSM tool to support accurate reporting and decision-making.

9. Rotational shift schedule to support Asia-Pacific and European business hours:

- Shift A: 08:00 – 17:00 (GMT+7)

- Shift B: 14:00 – 23:00 (GMT+7)

- Working days: 5 days per week (Monday to Friday).

- Occasional Saturday shifts may be required on a rotational basis.

- Compensatory rest days will be provided to ensure a total of 5 working days per week.

- Shift pattern is subject to change based on business and operational requirements.

Experience:

- Bachelor's degree in information technology, Computer Science, or a related field. Relevant certifications are a plus.

- 3-5 Years relevant working experience in the respective technology domain/ Background in Technology Customer Support functions

- Familiarity with ITSM tools and ticketing systems.

- Strong communication and customer service skills.

- Able to communicate in English