IT HELP DESK SUPPORT STAFF - L1

**Qualification and Experience:Bachelor Degree in IT 5 Years of Experience for IT HELP DESK SUPPORT STAFF in MNCGood English Speaking WORK LOCATION: Bangkok office
L1 IT Help Desk Support Roles & Responsibilities:1. First-Line Technical Support**

• Provide initial troubleshooting for hardware and software issues.

• Resolve minor software bugs and hardware glitches (e.g., system freezes, printer issues, connectivity problems).

• Escalate unresolved issues to L2/L3 support as needed.

2. Service Desk Operations

• Respond to user queries via phone, email, and ticketing systems.

• Log, track, and manage incidents and service requests from initiation to resolution.

• Ensure timely and professional communication with end-users.

3. IT Hardware & Software Support

• Install, configure, and maintain:

• PCs, laptops, mobile phones

• Printers, copiers, attendance machines

• Network devices (switches, access points)

• UPS systems

• Support Windows OS, standard application software, and mobile platforms.

4. Helpdesk Management

• Monitor and manage daily helpdesk operations.

• Maintain documentation of issues, resolutions, and user interactions.

• Ensure SLAs and response times are met.

5. Vendor & Remote Team Coordination

• Liaise with hardware service providers for repairs and replacements.

• Coordinate with remote L2/L3 support teams in Thailand and India for escalated issues.

6. IT Asset & Inventory Management

• Maintain accurate records of IT assets.

• Track hardware/software inventory and manage asset lifecycle.