• Investigate and diagnose technology issues
• IT operations for Logistic/Transportation business
• Call handling experience in IT Service Desk

Key Responsibility

• Investigate and diagnose technology issues reported via Service Desk or Operational Monitoring
• Collaborate with colleagues, peers, systems analysts and managers to resolve/escalate incidents/problems
• Identify wide impact issues and involve relevant teams to resolve within SLA
• Identify similarities, co-relate incidents and raise problems records/defects for the support teams to identify a
• solution/workaround
• Retain ownership of customers issues and keep them informed of the progress
• Possess detailed knowledge of relevant SLAs and their implications for support
• Possess in-depth knowledge of processes and good grounding technology wide procedures
• Identify, recommend and implement process improvements
• Publish knowledge base articles for any new issues identified
• Keep up to date with technology and use this knowledge to improve resolution times
• Identify the need for training and able to coach peers and team members on latest developments in Technology
• Generate and discuss daily/weekly/periodic reports relevant to calls and tickets volume
• Monitor call queues and assign relevant skills to Systems Analyst and ensure call volumes are evenly distributed
• Perform random audit checks on recorded calls, incidents and provides feedback to team members to ensure procedures are followed and quality is improved

Qualifications

• Bachelor Degree or higher in Computer Engineering, Computer Science or related fields.
• 1-3 years’ experience in IT operations, development or programming
• Call handling experience in IT Service Desk environment with exceptional customer focus and root cause analysis
• Experience in troubleshooting windows desktop related issues and its applications
• Good communication, problem solving and cross-group collaboration skills
• Good command of written and spoken English
• Ability to prioritize, track and manage a large number of divergent tasks and action items
• Strong foundation on data query / manipulation using SQL and data visualization using tools

Lotus's

Ek-Chai Distribution System Co., Ltd.
Buengkum, Bangkok 10230, Thailand

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