Position: Service desk - L1
Location: Ratchadapisek
Work: Hybrid
Must Have :
- Should have good experience in troubleshooting issues like outlook or browser related for both desktops and laptops.
- Should have good knowledge on Microsoft Office and Operating system.
- Experience and basic knowledge on Windows Operating Systems and Internet applications.
- Good Communication and Interpersonal Skills
- Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
Good to Have :
- Ticketing Tool Knowledge
- Process analysis
- Ability to research and troubleshoot the general issues (Outlook, browser related).
- Confer with HD Supervisor to identify trending problems and work to develop solutions to open issues
Responsibility of / Expectations from the Role
- Attend and resolve problems reported by end users on telephone / email /Chat.
- Ensure that calls/Emails received at Service desk are responded in specified time frame and resolved /escalated. Record all calls/Emails into the tool(s) provided.
- Adhere to the predefined guidelines of call/email management process.
- Check and follow-up on outstanding cases
- Escalate unresolved calls/Emails to the appropriate teams such as circle desk side teams or application support teams.
- Ensure that calls / emails as responded per SLAs defined.
- Flexibility to changes in shift schedules, as dictated by Management, is required
- Meet targets of First Call Resolution and Customer Satisfaction for Voice as well as Email.
