Job title: Senior IT Service Desk - Pathumwan
Job type: Permanent
Emp type: Full-time
Industry: Legal
Functional Expertise: Information Technology (IT)
Salary type: Monthly
Salary from: THB ฿55,000.00
Salary to: THB ฿75,000.00
Location: Pathum Wan, Bangkok 10330, Thailand
Job published: 2025-01-29
Job ID: 130004
Contact name: Phattranuch Dista
Phone number: +6627160000

Job Description

PRTR IT Recruitment is supporting our international client, a global law firm.

You will be working as part of the IT Service Desk Team to provide support to the business worldwide.

Job Description:

  • Handling tickets escalated by more junior members of the team, providing advice and support to junior team members to aid in issue resolution.
  • Troubleshooting more complex issues and ensuring all tickets are triaged effectively before escalation to 3rd line teams if required.
  • Documenting knowledge base articles to enable the upskilling of the wider service desk team and improving the ability to resolve issues at first contact.
  • Working with project teams to understand the impact of projects on Service Desk processes and ensuring knowledge transfer into the team so that the team can fully support newly implemented technology.
  • Acting as a champion for all firm and departmental processes and procedures, leading by example and reinforcing messages with the team.
  • Identifying trends in incidents that may require escalation for handling through Major Incident or Problem Management processes.
  • Working within the IT Service Desk team to support the delivery of the IT service delivery strategy.
  • Supporting and contributing to high-quality internal and external service delivery communications from the IT Service Desk.
  • Supporting effective internal communication channels within the IT department to engender a “one-team” culture within the department globally.
  • Ensuring prioritization and escalation processes are followed, liaising where necessary with the rest of the IT team and/or third parties to ensure that all tickets are resolved efficiently and effectively.
  • Actively contributing to team meetings by suggesting agenda items, providing feedback, and reinforcing messages amongst the team.
  • Reporting to the Global Head of IT Service & Governance.

Qualifications:

  • Thai Nationality, age not over 42 years old.
  • Bachelor’s degree in IT, Computer Science, Computer Engineering, or a related field.
  • Minimum 5 years of work experience in a Service Desk role.
  • Good command of English, both spoken and written (working with a Greek manager and cooperating with teams in Singapore and Hong Kong).
  • Willingness to travel to overseas offices if required (to support IT tasks).