IT HELP DESK SUPPORT STAFF - L1
IT HELP DESK SUPPORT STAFF - L1
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Job Description
Qualification and Experience:
Bachelor Degree in IT
5 Years of Experience for IT HELP DESK SUPPORT STAFF in MNC
Good English Speaking
WORK LOCATION: Bangkok office
L1 IT Help Desk Support Roles & Responsibilities:
1. First-Line Technical Support
- Provide initial troubleshooting for hardware and software issues.
- Resolve minor software bugs and hardware glitches (e.g. system freezes printer issues connectivity problems).
- Escalate unresolved issues to L2/L3 support as needed.
2. Service Desk Operations
- Respond to user queries via phone email and ticketing systems.
- Log track and manage incidents and service requests from initiation to resolution.
- Ensure timely and professional communication with end-users.
3. IT Hardware & Software Support
- Install configure and maintain:
- PCs laptops mobile phones
- Printers copiers attendance machines
- Network devices (switches access points)
- UPS systems
- Support Windows OS standard application software and mobile platforms.
4. Helpdesk Management
- Monitor and manage daily helpdesk operations.
- Maintain documentation of issues resolutions and user interactions.
- Ensure SLAs and response times are met.
5. Vendor & Remote Team Coordination
- Liaise with hardware service providers for repairs and replacements.
- Coordinate with remote L2/L3 support teams in Thailand and India for escalated issues.
6. IT Asset & Inventory Management
- Maintain accurate records of IT assets.
- Track hardware/software inventory and manage asset lifecycle.
Employment Type
Full Time
