Respond to inquiries regarding services through emails, tickets, and over the telephone by following the company’s specific procedures and protocols on a timely manner
Diagnose, Analyze, and Troubleshoot users’ incidents over the telephone, chat, or an email
Provide efficiency of the Incident Management process and ensure all incidents logged into the ITSM tools
Review prioritization and severity classification of incidents by definition of impact and urgency
Handle of Incidents as any interruption in an IT Service
Monitor incident aging and action escalation/ report to management if near breaching SLA
Inform and collaborate of all recurring incidents or major incidents with Service Delivery Management Team
Escalate of major incidents to Management and Business users
Able to work schedule 24x7 Coverage with 8 Hour Shifts (2 off / week)
Qualifications
Bachelor's degree in Information Systems, Information Technology, or related degree
At least 5 years’ experience in IT Help Desk, Service Desk, Incident Management, or IT related field
Good analytical, problem solving, communication, interpersonal skills, collaboration skill and service mind.
A strong working knowledge of computer systems, hardware, Windows software, and Microsoft Office 365
An openness to learning new technologies
Work Under Pressure & Meet timely manner
Able to work schedule 24x7 Coverage with 8 Hour Shifts (2 off / week)
Interested candidate, please submit your CV to chanikarn.suwannasap@scb.co.th
