Junior IT Support (ITSM) - Contract

Salary: 20-30k THB

Our client is a leading oil and gas company.

Responsibilities

IT Service Request & Ticket Management

• Manage and monitor IT service requests (ITSM tickets) from users.
• Categorise and prioritise tickets according to service impact and urgency.
• Review and coordinate ticket assignments to appropriate IT specialists.
• Track ticket progress and follow up to ensure timely resolution.
• Identify opportunities to improve workflow efficiency and ticket handling processes.

Initial Technical Review & Escalation Control

• Review collected user-reported issue details for completeness and accuracy.
• Validate root cause analysis and troubleshooting steps.
• Ensure proper documentation of resolution attempts using knowledge bases and available tools.
• Monitor and control proper escalation to relevant IT teams when necessary.

IT Service Performance Reporting

• Collect and consolidate IT service performance data.
• Analyse service trends, recurring incidents, and performance metrics.
• Prepare IT service performance reports.
• Present reports and insights to stakeholders.

ITSM Tools & System Support

• Maintain accuracy and updates of the IT knowledge base.
• Manage user access to ITSM tools and systems.
• Provide guidance to users on ITSM tool usage.
• Report and coordinate resolution of ITSM system-related issues.

Knowledge Management

• Monitor and track the latest IT issues and solutions.
• Update the IT knowledge base with new and relevant information.
• Ensure documentation remains accurate, structured, and up to date.
• Cross-Functional Collaboration
• Participate in IT team meetings and improvement initiatives.
• Provide feedback and recommendations to enhance IT service processes.
• Support the implementation of IT operational and service improvement initiatives.

Required Skills

Technical Skills

• Basic understanding of ITSM frameworks such as ITIL.
• Knowledge of Windows operating systems and Microsoft Office.
• Strong computer literacy.
• Familiarity with common ITSM tools and platforms.

Soft Skills

• Strong analytical and problem-solving skills.
• Effective verbal and written communication skills.
• Excellent teamwork and interpersonal abilities.
• Eagerness to learn, adaptable, and able to work in a fast-paced environment.

Qualifications

• Degree in Information Technology or a related field.
• Minimum of 3 years of experience in structured IT service management or IT support environments.