Functional Responsibilities

·         Answering IT phone calls that come in via the IT Support phone lines

·         Providing 1st Level Troubleshooting of hardware and software issues to resolution within required timeframes (inc engaging assistance from 3rd parties, if required)

·         Managing unassigned Queue and performing triage on all emails sent to the Service Desk mailbox

·         Providing visiting support to all Burson Auto Parts Thailand stores.

·         Account Administration tasks such as creating and maintaining eg -EzyParts Accounts, Burson MoPro

·         Aiming to have average call handling times of 5 mins

·         Escalating cases to 2nd level team for technically complex cases or requests where higher permissions are required

·         Building/configuring Desktops, Laptops, Thin Clients for new users or new stores

·         Providing technical support for our organisation in a professional, courteous and timely manner

·         Logging all support calls, emails, visiting and requests accurately in the designated helpdesk system

·         Identify and escalate Major incidents/System outages to Team Leader and/or Incident Manager in a timely manner

·         Working hours 9.00 – 18.00

·         Availability to work ‘on-call’ for after-hours and weekend support (additional pay for on-call hours worked)

Working public holidays as required