GENERAL SUMMARY 
We are looking for ServiceDesk is responsible for providing first level support to the 24*7 Service Centre. The 24*7 Service Centre provide a single point of contact between engineers and customer for mission critical systems and services. And also monitor the stability of the website, mobile app, API services, Cloud server through the monitoring tools such as New Relic, AWS Cloud Watch.

ESSENTIAL FUNCTIONS

• 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 support to customers.
• Escalate the ticket to supervisor when the ticket is going to miss SLA or has a risk to miss SLA
• Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
• Work with the team to cover 24/7 monitoring and supporting

POSITION QUALIFICATIONS

• Minimum of 2 year relevant IT experience
• Experience with Monitoring tools such as new Relic, AWS Cloud watch.
• Experience with application API & services support and monitoring.
• Ability to work creatively and analytically in a problem-solving environment
• Ability to work cross-functionally with internal and external stakeholders
• Ability to work efficiently and independently in a fast-paced, high-volume environment
• Able to work under pressure

Location: BTS Ekkamai
Working Day: Mon-Fri (WFH 2 days per week)