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Service Desk 1st Line Support Engineer

Ref: 4314

Posted on 02 June 2021
Job Location
Bangkok
Contract Type
Contractor

Responsibilities

  • Receive and Response to customer inquiries via call/e-mail with prompt, accurate, and courteous replies.
  • Logging and Tracking the details of customer requests and problems as tickets.
  • Identify the types, categories, severity, and urgency of the ticket.
  • Provide technical/non-technical phone support to customers.
  • Provide remote support and/or remote maintenance customers.
  • Control and follow up customer tickets in order to comply with customer's Service Level Agreement.
  • Identify the ticket from customers as Maintain or non-Maintain based on customer's contracts.
  • Act as a further escalation point for unresolved or escalated calls;
  • Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
  • Escalate the ticket to supervisor when the ticket is going to miss SLA or has a risk to miss SLA.
  • Provide report to customer upon requests.
  • Maintain and/or Update customer information in the Service Desk System.
  • Participate and assist in driving knowledge management process.
  • Others as assigned by Project Manager/Team lead

Experience Requirements

  • 0.5-3 years' experience in IT/Engineering Technical support or Customer Service area.

Education Requirements

  • Bachelor's Degree in Computer Science, Computer Engineering, Information Systems, or IT related fields.

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