Helpdesk

Receive and log all incoming calls and emails related to reported incidents or service requests.
Troubleshoot and resolve all reported EUC-related incidents remotely and if remains unsolved, escalate to on-site engineer or other support personnel.
Assist in tasks related to software and hardware inventory updates.
Manage Active Directory permissions and process requests already approved.
Fulfil EUC-related requests logged by end users including request and permissions management, remotely and if remains unsolved, escalate to on-site engineer or other support personnel.
Resolve incoming incidents with the aim of meeting or exceeding the “First Call Resolution” target of 70%.
If the incident or request requires on-site support, promptly re-assign the ticket and follow through on the ticket status.
Populate the IT Knowledge Base with new tips and knowledge.
Install, deploy and uninstall software and patches (planned and ad-hoc) remotely.
Follow up closely with the assigned support engineer on the progress and status of open tickets or requests.
Provide constant updates to the caller or requester per agreed format, content and intervals,
Notify callers regarding major outages when receiving repeated calls of a similar nature.
Prepare daily or weekly or monthly summaries on incident and request statistics.
Create and update new knowledge and tips at IT Knowledge Base.
miscellaneous duties, which are work-related, as assigned.

English Language (Basic, able to communicate with foreigners. IT Support or Helpdesk experience > 3 year
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12,14 ซอยรามคำแหง 11 (ล้ำเพชร) ถนนรามคำแหง แขวงหัวหมาก เขตบางกะปิ กรุงเทพมหานคร 10240