IT Specialist

JacksonGrant has been engaged to work with a multinational manufacturing company in Thailand that specialises in animal health and nutrition. We are looking for a talented Service  Desk Analyst to provide world-class telephone and remote support, as well as in-person support when necessary. This is a fantastic opportunity to become a part of a pioneering international team, with a real influence on the company’s operations in Thailand and Southeast Asia. The company has an excellent reputation for research expertise, excellent technical support, and unparalleled customer service.

This role is responsible for providing total customer support and implementation of personal technology system requests, as well as troubleshooting production systems. This is a growth opportunity for early-to-mid-career professionals to explore and deepen enterprise-level technology management skills on a wide variety of systems.

Responsibilities Include:

• Provide live phone support
• Assess reported issues and requests: data capture and recording, prioritisation, troubleshooting, and escalation routing
• Communicate and follow up with customers
• Diagnose and resolve reported issues
• Utilise remote support tools to ensure support arrives at on-site without delay
• Create and maintain documentation related to service assignments, resolutions, and standard practices
• Responsible for the knowledge lifecycle for one or more technology areas based on expertise
• Adhere to asset management requirements
• Open and manage tickets with service vendors, acting as the point of contact for a site or specific vendor
• Participate in continuous improvement activities; lead continuous improvement lifecycle for one or more systems
• Identify issues and report to management when appropriate
• Train internal customers on computer, phone, mobile, and conference room technology
• Participate in project teams; plan or execute smaller, single-resource or vendor-executed projects
• Serve as the main IT point of contact for one or more facilities
• Act as subject-matter expert for at least one technology system
• Adhere to change management policies and procedures

Knowledge/Skills Required :

• Understanding of ITIL / IT Service Management framework
• Competent communicator, both spoken and written, in both individual and group settings, with a strong customer-service focus
• Able to communicate confidently and clearly with business managers
• A self-driven learner who is keen to develop technical skills
• Ability to diagnose and troubleshoot technical issues, and to formulate a diagnostic path towards resolution
• Ability to research technical issues to identify workarounds, determine root causes and corrective action
• Ability to administer and troubleshoot Windows 10, active directory, network connectivity, printers, software installation, PC hardware, and related peripherals and drivers: IP phones, mobile devices, collaboration tools (online meetings,
• SharePoint, instant messaging, video conferencing)
• Ability to serve as subject matter expert on one or more technology systems
• Positive, proactive, responsible
• Attentive to detail
• Ability to work independently and with cross-functional teams in a fast-paced environment

Education and/or Experience:

• Minimum 3 – 6 years of experience supporting Windows in a business environment
• Additional skills training and certifications preferred, but not required