IT Service Desk (Remote Support Helpdesk)

The Service Delivery Manager / CX Manager (functions much like a project manager and will execute job functions with little oversight. Candidate must understand ITIL and IT infrastructure at a high level. Preferably with some networking experience, public cloud experience. Oversees the coordination of multidisciplinary IT functional teams in service desk, field service engineer and IT infra specialist in service delivery. With an eye for perfection, and attention to detail and the ability to influence people the role will oversee IT service improvements in ITIL, in KPI, help to shape Service level agreements and service delivery.

Candidate will have experience in coordinating meetings, managing/escalating issues, communicating with stakeholders, and holding team members accountable for assigned tasks. Candidate must be experienced with MS Office tools and ITSM tool.

Top Skill Sets

  • Technical (Infrastructure) background
  • Excellent oral and written communication skills
  • Networking experience

Position Responsibilities:

  • Manage the IT ServiceDesk and IT helpdesk team and evaluate their performance to ensure that all critical services are available, including infrastructure services.
  • Handle issues and requests from both internal and external users within the scope of the target.
  • Provide technical skills and training to the team to follow the ITIL process.
  • Following and tracking ticket ratio.
  • Attend daily operation calls.
  • Weekly and monthly meetings with the team for update.
  • Manage outsourced service. (On-boarding, Off-boarding), Documentation of outsourced service.
  • Create, analyse and circulate weekly, monthly, yearly & Ad-Hoc reports.

Incident and Problem management:

  • Coordinate and standardize Incident management.
  • Lead for Major issues / incidents.
  • Act as a point of contact for all major incident
  • Log incidents, investigate and prioritize incidents.
  • Escalate the incident to relevant team to resolve the issue and create command room.
  • Manage communication with relevant parties until the issue resolved.
  • Problem management activities ensuring root cause and prevention are identified. By facilitate Root Cause Analysis (RCA) on all Major incidents and Critical Incident Reports
  • Identify and investigate Problems and Known Errors
  • Monitor progress on the resolution of Problems and Known Errors
  • Leveraging Proactive Problem Management strategies to identify trends and potential problems
  • Deliver monthly report to IT management (IT Operation/ Critical report)

IT Project:

  • Manage RUN projects as expectations related to the stakeholders and business owner.
  • Manage the project scope and deliverables to meet targeted objectives.
  • Provide first-level support for critical applications.
  • Conduct monthly meetings with Stake Holders.
  • Regularly hold meetings to discuss new features and upcoming releases for support.
  • Deliver monthly report to the stakeholders and business owner.

Tool:

  • Manage and Maintain ticketing System [Freshwoks]
  • Manage and Maintain Call management system for IT ServiceDesk. 
  • Manage and Maintain Line official account.

Miscellaneous & Ad-hoc assignments:

  • Execution of pre-sales and post-sales role, for example, technical responses as part of a project/tender proposal, preparation of statement of work, onsite or offsite implementation work, post implementation reports and recommendations, etc.
  • Understand business objectives and needs, and recommend solutions that will enable the achievement of those goals
  • Serve as a liaison between business and technical teams, providing expert knowledge on CX / ITSM software and how it can be used to solve specific business problems and design IT systems and networks, ensuring the right architecture and functionality
  • Work with clients to scope out projects, identify requirements, and create detailed project plans
  • Update SOP document to be up to date.
  • Support DR-Drill per year 
  • Ad-hoc issue or request from IT Management.

Let’s Talk with us. If you are someone with:

  • At least 3 – 5 years’ experience in Incident Management/ CX/ ITSM
  • Experience with Freshworks, ServiceNow, Zendesk, JIRA Core or equivalent.
  • Good English communication skills (written and oral)
  • Strong analytical and Problem-Solving skills.
  • Very good understanding of Incident Management, Problem Management and Change Management processes
  • Strong interpersonal and teamwork oriented
  • Being flexible and open to regular changes
  • Desire to continue learning and improving
  • Work location: hybrid working, office location – BTS NANA (TBC)

Employer questions

  • Your application will include the following questions:
  • สิทธิในการทำงานของคุณในประเทศไทยตรงกับตัวเลือกด้านล่างใดมากที่สุด
  • เงินเดือนที่คาดหวังของคุณคือเท่าไหร่
  • คุณมีประสบการณ์การทำงานในตำแหน่งที่ต้องใช้ความเข้าใจใน software development lifecycle หรือไม่
  • How many years’ experience do you have as an ITIL Service Manager?
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