IT HELP DESK SUPPORT STAFF - L1

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.