IT Support Service Desk Specialist (1-Year Contract)

About LINE MAN Wongnai

LINE MAN Wongnai is Thailand’s Leading On-Demand Delivery and Lifestyle e-Commerce platform services. We build technology to help Thai people live better, to empower all local businesses by creating an end-to-end food ecosystem through our channel LINE MAN and Wongnai. Connected consumers, riders, and local businesses and improved the daily life of all parties with restaurants nationwide. And because we are local, we provide the deepest variety and services that are tailor-made for Thai people.

We are re-imagining the traditional Service Desk. We are looking for a service-minded IT Support Specialist who is passionate about modern technology to serve as the first point of contact for our employees.

This role is unique because it goes beyond simply fixing immediate issues. You will champion user satisfaction by leveraging AI, Automation, and robust Knowledge Management. Your goal is to reduce manual workload, create high-quality data for AI training, and elevate support efficiency to be faster and more accurate.

What you’ll Do:

1. IT Support & Service Delivery (L1)

• First Line of Defense: Provide high-quality technical support via Email, Slack, Walk-ins, and Ticketing systems.
• Incident Management: Manage the full lifecycle of incidents in Jira; ensure tickets are logged, updated, resolved, or escalated to L2/Senior teams when necessary.
• Troubleshooting: Diagnose and resolve hardware, software (Windows/Mac), and network connectivity issues effectively.

2. AI, Automation & Knowledge Management

• Knowledge Base Owner: Create and maintain the Internal Knowledge Base and Technical Documents to provide the team with accurate, standardized references.
• AI Readiness: Develop Standard Operating Procedures (SOPs) and structure solution logs from actual cases to serve as AI Training Data.
• Automation: Implement AI technology to answer initial queries by pulling data from the Knowledge Base, effectively reducing manual support volume.
• Self-Service Empowerment: Analyze common issues and convert them into "How-to" articles or FAQs to empower employees to solve basic problems independently.

3. User Experience & Process Improvement

• CSAT Excellence: Maintain consistently excellent monthly Customer Satisfaction (CSAT) scores for both onsite and online channels.
• Continuous Improvement: Conduct quarterly anonymous satisfaction surveys, analyze the data, and identify key areas to enhance the user journey.
• Smart Analytics: Design real-time dashboards in Jira to monitor ticket status and backlog. Utilize data to identify trends and replace manual reporting with automated insights.

What you’ll Need:

Experience & Education

• 0-3 years of experience in an IT Support, Service Desk, or Helpdesk role.
• Bachelor’s degree in IT, Computer Science, or a related field (preferred).
• Fresh graduates are welcome to apply

Technical Skills

• Ticketing Systems: Proficiency in Ticket System Management is required. (Experience with AI, Virtual Agent, or Automation rules is a strong plus).
• OS Support: Strong ability to troubleshoot both Windows and Mac OS environments.
• SaaS Tools: Basic knowledge of Google Workspace (G-Suite) administration.
• Workflow Automation: Familiarity with Slack communication; experience creating Slack Workflows or integrations is highly desirable.

Soft Skills & Attributes

• Tech-Savvy & Curious: Enthusiastic about learning new tools, specifically AI and Automation, to improve workflow efficiency.
• Structured Thinking: Highly organized thought process; capable of structuring data and documentation for easy retrieval by humans and AI.
• Service Mindset: Patient, empathetic, and genuinely enjoys helping users solve problems.
• Language Skills: Good command of English and Thai (Verbal & Written) is required to support a diverse, multi-national workforce.