The Corporate IT team supports internal employees by delivering seamless IT experiences and responsive helpdesk services. The Helpdesk Engineer implements IT operations according to policy and interprets technical issues on both system and user sides. The role involves providing day-to-day technical support for computers, network devices, and printers, as well as handling asset management and maintaining office network infrastructure. The position requires covering after-office hours and weekends for infrastructure issues.

This role is part of the People Help Desk team, supporting Level 1 service requests from employees. The analyst serves as the first point of contact for inquiries via email, chat, and Zendesk. Responsibilities include managing the help desk queue, diagnosing and categorizing requests, executing routine transactions, and maintaining the knowledge base. The position requires identifying patterns in tickets to recommend process improvements and communicating with empathy to ensure a positive employee experience. The role involves exposure to various HR domains such as HRIS data, onboarding, benefits, and time & attendance.

Agoda seeks a Global Technical Support Engineer Manager to lead Level 1 IT support operations. The role involves driving service excellence and ensuring a high-quality, customer-centric support experience. The manager will oversee daily service operations, including reporting on ticket volumes and response times, and ensure incident and request processes are followed effectively. Responsibilities include working with Infrastructure, Security, and Engineering teams to support issue resolution and providing IT input into upcoming projects. The ideal candidate will have a strong track record in managing frontline IT support teams and balancing operational performance with people leadership.

You will lead Agoda’s employee-facing People service delivery model, overseeing the People Help Desk, Tier 0 self-service foundations, and Global People Relations Services. This role requires shaping how employees and managers access support across a wide range of People topics, from day-to-day HR questions to complex and sensitive employee matters. You will own the effectiveness of the People support model, ensuring it is clear, trusted, scalable, and increasingly insight-driven. This position is based in Bangkok, with relocation support provided for successful candidates not currently located in the city. You will lead the People Services & Help Desk team to deliver high-quality, consistent, and empathetic Tier 1 support across core HR topics. You will also lead the Global People Relations Services team, ensuring high-quality and well-governed support across complex employee matters such as performance concerns, misconduct, grievances, and disciplinary actions. Your work will directly influence employee experience, manager effectiveness, and the evolution of the People function as Agoda grows globally.

Agoda seeks a Global Technical Helpdesk Manager to lead Level 1 IT support operations. The role involves managing frontline teams, driving service excellence, and ensuring a high-quality, customer-centric support experience. Responsibilities include leading global helpdesk operations, setting and tracking team OKRs, overseeing daily service operations, and ensuring incident and request processes are followed. The manager will use data to improve workflows and work closely with Infrastructure, Security, Engineering, and business teams. Key qualifications include a Bachelor's degree in IT or related field, 7+ years of experience in IT support or leadership, and strong understanding of ITIL/ITSM practices. Familiarity with Microsoft 365, Entra, Active Directory, and ITSM tools like ServiceNow is required.