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 co-relate incidents and raise problems records/defects for the support teams to identify a solution/workaround
• Retain ownership of customer’s issues and keep them informed of the progress
• Possess detailed knowledge of relevant SLA’s and their implications for support
• Play the role of system analyst to experience well with the software and can challenge the vendor implementation and review quality of the systems
• Play the role of business partners and business analyst to review/understand business requirement very clearly and can ensure all business requirement captured during design and deliver successfully
• Support Manager to manage the IT project and BAU work under IT department related to Finance & Accounting process
• Direct report to Technology Project Manager (Retail Finance)

Qualifications:

• Bachelor's Degree in Computer Science or Engineering or Accounting IT
• 2-5 years experience in IT operations, development
• Call handling experience in IT Service Desk environment with exceptional customer focus and root cause analysis
• Experience in troubleshooting issues
• Good Microsoft Office skills (Excel, Word, PPT)
• Good English skill
• Being a fast learner with strong working ethic and service mind
• Ability to prioritize tasks and manage multiple projects with tight deadlines
• Proactive/directly report to supervisor
• Excellent communication skill, presentation skill, documentation, logical thinking and strong analytical skill

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

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