IT Service Desk Specialist - Lineman Wongnai

This role reimagines the traditional Service Desk by integrating essential IT support with modern AI and automation. As the primary point of contact for employees, you will manage incoming requests through a Self-Service Portal and Slack, ensuring high Customer Satisfaction scores. You will also play a key role in refining AI systems to reduce manual workload and eliminate repetitive issues through automated bots.

Your responsibilities extend beyond ticket resolution to include full lifecycle management of IT assets, from procurement and deployment to secure disposal. You will drive innovation by eliminating manual processes and managing high-quality self-service bots. Additionally, you will support company events and ensure seamless onboarding and offboarding experiences for all staff members.

• Serve as the primary Tier 1 contact for employees, resolving hardware and software issues via Slack and walk-in support.
• Classify incoming user requests and guide them to the Self-Service Portal or escalate tickets to Tier 2 teams.
• Develop and maintain automated bots to resolve repetitive issues directly from ticket logs.
• Manage the complete lifecycle of IT assets, including procurement, deployment, and secure disposal.
• Execute efficient check-out and check-in processes for employees during onboarding and offboarding.
• Provide technical support for internal and external company events, including live stream operations.
• Create and maintain workflows and diagrams for asset loss and damage procedures.

• 0-3 years of experience in IT Support, Service Desk, or Helpdesk roles.
• Strong troubleshooting capabilities for Windows and macOS environments.
• Basic knowledge of network connectivity issues.
• Good command of English and Thai (verbal and written).
• Highly organized with the ability to structure data, documentation, and technical logs.
• A strong service mindset with patience and empathy for internal users.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Experience with AI and Automation, including Virtual Agents or configuring automation rules.
• Workflow expertise with experience creating Slack workflows or integrations.
• Basic SaaS Administration skills, specifically Google Workspace (G-Suite).
• A tech-savvy and curious nature with a passion for learning new tools.