Title:  Specialist, IT Services

Job Summary

DKSH Thailand is looking for a skilled and customer-focused Helpdesk Support / IT Support professional to provide first-line technical assistance to our large-scale organization of over 8,000–10,000 users. The successful candidate will be responsible for troubleshooting hardware, software, and network issues, ensuring high levels of user satisfaction and seamless IT operations across all departments.

General Responsibilities

User Support & Issue Resolution

• Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing system.

• Provide timely and effective support for hardware (PCs, laptops, printers), operating systems (Windows), Microsoft Office Suite, and DKSH-specific applications.

• Diagnose and resolve Level 1 and Level 2 issues, escalating complex problems to appropriate teams.

Incident & Ticket Management

• Log, track, and manage IT support requests using the IT service management (ITSM) system.

• Prioritize issues based on urgency and impact, ensuring SLAs are met.

• Follow up with users to ensure problems are resolved and provide post-resolution support.

Hardware & Software Setup

• Assist in the configuration, installation, and maintenance of IT equipment including desktops, laptops, printers, scanners, and mobile devices.

• Support software deployment and updates across multiple user groups.

User Account & Access Management

• Support creation, modification, and deactivation of user accounts in systems such as Active Directory, email, and internal platforms.

• Manage access rights and permissions in alignment with IT policies.

Documentation & Knowledge Sharing

• Maintain accurate records of support requests and resolutions.

• Develop user guides, FAQs, and knowledge base articles to improve self-service capabilities.

Functional Skills and Knowledge

• Diploma or Bachelor’s degree in Computer Science, Information Technology, or a related field.

• 1–3 years of experience in IT helpdesk or technical support roles in large enterprise environments.

• Familiarity with Microsoft Windows OS, MS Office 365, Active Directory, and common networking protocols.

• Experience working with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.

• Good knowledge of endpoint security and corporate IT policies.

Education

Bachelor's degree in Computing/Information Technology or its equivalent