IT Specialist

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IT Specialist plays a critical role in providing technical support and customer service to end-users, ensuring incidents and service requests are resolved efficiently and effectively, and contributing to the continuous improvement of the Service Desk function. They are responsible for documenting incidents and service requests, providing technical expertise, and working collaboratively with other members of the Care team.

• Providing technical support: The primary responsibility of an L1 IT Specialist is to provide technical support to end-users. This includes troubleshooting technical issues, resolving incidents and service requests, and providing solutions to users.
• Incident management: The L1 IT Specialist is responsible for logging incidents and service requests, prioritizing them based on impact and urgency, and ensuring that they are resolved within agreed service levels. This includes communicating with end-users throughout the incident lifecycle.
• Customer service: The L1 IT Specialist is responsible for providing high-quality customer service at all times. This includes building relationships with end-users, understanding their needs, and resolving their technical issues efficiently and effectively. Use proper template for communication and achieve highest score in the customer satisfaction.
• Documentation: The L1 IT Specialist is responsible for documenting all incidents and service requests, including the actions taken to resolve them. This documentation is critical to the knowledge management process and helps to ensure that technical issues can be resolved more quickly and effectively in the future.
• Continuous improvement: The L1 IT Specialist is responsible for identifying opportunities for continuous improvement within the Service Desk function. This includes providing feedback on processes and procedures, suggesting new tools or technologies, and contributing to knowledge management initiatives.
• Teamwork: The L1 IT Specialist is expected to work collaboratively with other members of the Service Desk team, including L1 Team Leads, L2 Network and Server Senior Specialists, and Application Support Specialists, to resolve incidents and service requests and ensure high levels of customer satisfaction.

• Bachelor's degree or higher in Information Technology or related field
• Minimum 3 years of experience in IT Support or Helpdesk position 
• Experience working in the hotel industry is a plus
• Background in process Management based on the ITIL framework
• Certifications in IT field is a plus
• Fluent communication in English Language
• Customer service mindset
• Excellent interpersonal skill
• Ability to effectively communicate with end users and other team members at varying levels

• This position is based in Bangkok

• The role involves global collaboration, requiring flexibility to accommodate time zone differences.