Position: Service Desk Specialist
Level: Senior Officer
Work location: Bangkok, SM Tower building (5 days on-site / shift rotation)
Responsibility
- Serve as the first point of contact for end-users requesting IT support.
- Provide Level 1 technical support for:
- Microsoft 365 applications
- Windows OS and office automation tools
- Basic hardware and peripheral devices
- Perform initial troubleshooting for network connectivity issues (VPN, Wi-Fi).
- Log, update, and track incidents and service requests accurately in ITSM tools.
- Escalate unresolved or complex issues to senior or higher-level support teams.
- Follow standard operating procedures and knowledge base articles.
- Communicate clearly and professionally with end-users in English.
- Meet service level agreements (SLAs) and customer service expectations.
- Perform duties from the office (Work from Office – SM Tower, Bangkok).
- 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.
Qualification
- Bachelor's degree in information technology, Computer Science, or related field.
- Minimum 2-3 years of experience in an IT Service Desk or Technical Support role.
- Basic knowledge of Microsoft 365, Windows OS, and office automation tools.
- Familiarity with ITSM tools is an advantage.
- Good English communication skills (spoken and written).
- Service-minded, proactive, and willing to learn new technologies.
- Ability to work in rotational shifts, including late shifts.
