IT Support Service Desk Specialist (1-Year Contract)

What you’ll Do:

IT Support & Service Delivery 

• First Line of Defense: Provide high-quality technical support via Email, Slack, Walk-ins, and Ticketing systems.
• Incident Management: Manage the full lifecycle of incidents in Jira; ensure tickets are logged, updated, resolved, or escalated to L2/Senior teams when necessary.
• Troubleshooting: Diagnose and resolve hardware, software (Windows/Mac), and network connectivity issues effectively.

AI, Automation & Knowledge Management

• Knowledge Base Owner: Create and maintain the Internal Knowledge Base and Technical Documents to provide the team with accurate, standardized references.
• AI Readiness: Develop Standard Operating Procedures (SOPs) and structure solution logs from actual cases to serve as AI Training Data.
• Automation: Implement AI technology to answer initial queries by pulling data from the Knowledge Base, effectively reducing manual support volume.
• Self-Service Empowerment: Analyze common issues and convert them into "How-to" articles or FAQs to empower employees to solve basic problems independently.

User Experience & Process Improvement

• CSAT Excellence: Maintain consistently excellent monthly Customer Satisfaction (CSAT) scores for both onsite and online channels.
• Continuous Improvement: Conduct quarterly anonymous satisfaction surveys, analyze the data, and identify key areas to enhance the user journey.
• Smart Analytics: Design real-time dashboards in Jira to monitor ticket status and backlog. Utilize data to identify trends and replace manual reporting with automated insights.

What you’ll Need:

• 0-3 years of experience in an IT Support, Service Desk, or Helpdesk role.
• Bachelor’s degree in IT, Computer Science, or a related field (preferred).
• Fresh graduates are welcome to apply
• Ticketing Systems: Proficiency in Ticket System Management is required. (Experience with AI, Virtual Agent, or Automation rules is a strong plus).
• OS Support: Strong ability to troubleshoot both Windows and Mac OS environments.
• SaaS Tools: Basic knowledge of Google Workspace (G-Suite) administration.
• Workflow Automation: Familiarity with Slack communication; experience creating Slack Workflows or integrations is highly desirable.
• Tech-Savvy & Curious: Enthusiastic about learning new tools, specifically AI and Automation, to improve workflow efficiency.
• Structured Thinking: Highly organized thought process; capable of structuring data and documentation for easy retrieval by humans and AI.
• Service Mindset: Patient, empathetic, and genuinely enjoys helping users solve problems.
• Language Skills: Good command of English and Thai (Verbal & Written) is required to support a diverse, multi-national workforce.