รายละเอียดงาน
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Plan, priorities, and schedule help desk activities to ensure continuity of service. Ensure that help desk staff use and maintain problem managementdatabases or other help desk software so that help desk activities and performance can be monitored. Coach less experienced help desk staff and help team resolve user problems. Analyze help desk enquirers to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved. Develop problem solving guideline, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine. Facilitate/conduct user training to close knowledge gap.
IT service desk management Plan and setup IT procedures in order to provide service guideline for IT service desk team.
Implement service desk under single point of contact concept to end users.
Ensure all service requests are respond in agreed time.
Ensure all IT users have enough skill to operate their PC and standard application e.g. MS Office, Email access etc.
Manage service request / incident tickets and investigates complex situations to diagnose underlying causes and assists service desk team member in providing solution to IT users.
Communicate with user to help them understand the status of the ticket until resolve issues.
Using personal judgment, established procedures or develop innovative new solutions to increase 1st contact resolution rate (FCR).
Provides users with information in IT environment changes, business interruption event, solution in knowledge database and related system/process updates or errors.
Confirm local process to CSSC incident management and request fulfillment procedures.
IT training coordinator
Provide classroom training support. Arrange and setup class room training facility. Coordinate to setup and setup training databases environment.
Ensure all training facilities have been tested before class start, including testing of all training workstation and test network connection prior to class. Establishing the student login accounts.
Assist service desk team for new users startup training (induction program). Assist service desk team in common IT application training. Provide and review training evaluation.
Analyze IT knowledge gap in organization and sourcing for IT training course as request.
Promote IT intranet website to all IT users and encourage them to perform self-service trouble shooting.
SLA and IT service report management Coordinate with other IT functional teams from time to time to ensure that all user requests have been managed and complete within Service Level Agreement.
Inform IT functional team for the ticket that almost reach due date or over agreed SLA.
Propose/update the reasonable SLA for all IT services based on historical record and central IT resource capacity.
Assign service desk staff to randomly check on IT ticket service quality and come up with service improvement plan.
Develop OLA report to measure service desk team performance.
Develop and update SLA service catalogue and communicate to all BU representatives.
Conduct customer satisfaction survey for key IT users.
Resource management Direct, plan, motivate, and coach service desk team in order to ensure that the team can work systematically and efficiently in providing good solutions, good services and support to business.
Other assigned from Assistant Manager, IT Service Management
คุณสมบัติผู้สมัคร :
Understand ITIL foundation. Communicate in English.
IT competency requirement Able to lead and monitor service / incident, change request and communication status for IT functional team. Able to identify root cause of repeated problem. Able to participate in analyzing business knowledge gap and come up with improvement plan. Able to conduct action plan to improve customer satisfaction level. Align service category with business line. High customer service mind. Communication and coordination skill. Negotiation, coaching, training management, time management, analytical & problem solving, information technology. Leadership skill. Service desk or call centermanagement skill.
Education: Bachelors degree, graduated in Computer related field.
Work experience: Minimum two to five years' experience in a similar role
