MAIN DUTIES AND RESPONSIBILITIES:

IT Helpdesk Support:

• Record User Requests: Log user requests via phone, email, and in-person visits.
• Request Management: Inform supervisors about incoming requests and prioritize VIP users' issues.
• First-Level Support: Provide basic technical support to users, troubleshoot issues, and attempt to resolve them.
• Ticket Management: Confirm and categorize issues with the user, creating a service ticket for each request.
• Prioritize & Resolve Issues: Ensure timely resolution of tickets within the Service Level Agreement (SLA).
• Knowledge Base: Search internal resources to find solutions to known problems.
• Direct Ticket Management: Handle support tickets related to Dell desktops, laptops, Windows 10/11, Office 365, Adobe products, AutoCAD, and Ricoh printers.
• Escalation: Escalate ERP, Business Intelligence, Reporting, and SharePoint tickets to the IS team.
• Infrastructure Support: Escalate tickets for network, system, Active Directory, and Office 365 issues to the infrastructure team.
• User Communication: Keep users informed on the progress of their issues until resolved.
• Issue Resolution: Confirm with the user that the issue is resolved, then mark the ticket as closed.

Computer Management:

• Preventive Maintenance: Conduct daily, monthly, and quarterly preventive maintenance on IT systems.
• Desktop & Laptop Setup: Manage the setup and rotation of Dell desktops and laptops using the Dell K2000 imaging system.
• Software Deployment: Install Windows 10/11, Office 365, and other software using the Dell K1000 deployment system.
• User Profile Transfer: Manage user profile transfers and application settings using the Dell K1000 system.
• Asset Management: Track and manage IT assets, including desktops and laptops, using the Dell K1000 system for scripting and inventory.
• Reporting: Provide your supervisor with quarterly reports on maintenance status and any issues identified.

Requirement:

• Good English communication skills.
• Excellent Customer Service and Interpersonal Skills
• Able to work on-site at Dextra Manufacturing,  our branch at Prawet. 1-2 days a week.

Mandatory Technical skill:

• Windows 11 in domain environment
• Microsoft Office 365, SharePoint, OneDrive, MS Teams
• Have experience in ticket management
• Computer hardware and printer background

Preferred skill:

• Dell desktop and laptop hardware
• Inventory and deployment tools
• Microsoft Active Directory
• Microsoft Windows WSUS, Trend Micro Apex One
• Fresh Service, Freshdesk or other ticket management system