Location
KHET SATHON - BANGKOK
Date
19 December 2022
Duties & Responsibilities
- Develop service strategy to mitigate software, hardware, and networking issues
- Troubleshoot and resolve IT issues via phone, web, and in-person channels
- Ensure all incidents are resolved against Service Level Agreements (SLA)
- Report on health of the help desk and support using uptime and ticket-related performance metrics
- Partner with IT and business personnel to discuss the impact of incidents on products and services
- Develop business support standards, processes and procedures, and guidelines for incident management
- Evaluate trade-offs between issues using value, impact, and risk criteria