IT User Services

Role Summary

Responsible for delivering high-quality IT support services to internal users within the banking environment. The role ensures the availability, reliability, and security of end-user IT systems, devices, and applications to support daily banking operations.

This position also ensures that IT service requests and incidents are handled efficiently in accordance with IT Service Management (ITSM) processes, Service Level Agreements (SLA), and the bank’s information security and regulatory requirements.

Role and Responsibilities / หน้าที่ความรับผิดชอบ:

• Provide first-level and second-level IT support for end-users regarding hardware, software, network, and application issues.

• Receive, log, and manage incidents and service requests through the IT Service Management system.

• Troubleshoot and resolve technical issues related to desktops, laptops, printers, mobile devices, and standard business applications.

• Support installation, configuration, and maintenance of end-user devices and IT equipment.

• Coordinate with internal IT teams or external vendors for issue escalation and resolution.

• Monitor service requests and ensure resolution within defined Service Level Agreements (SLA).

• Provide technical guidance and support to users on IT systems, applications, and security practices.

• Maintain documentation of incidents, solutions, and user guides.

• Support IT system upgrades, deployments, and maintenance activities.

• Participate in IT projects related to user services, system rollouts, or infrastructure improvements.

• Ensure compliance with IT policies, procedures, and security standards.

Qualifications / คุณสมบัติ:

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or related fields.

• At least 4–7 years of experience in IT support, IT service desk, or IT user service within enterprise or financial institutions.

• Experience working with IT Service Management frameworks (ITIL) and ITSM tools.

• Strong knowledge of Windows operating systems, Microsoft Office 365, and enterprise productivity tools.

• Basic knowledge of Active Directory, endpoint management, and network troubleshooting.

• Experience supporting enterprise systems or banking applications is an advantage.

• Good communication skills in both Thai and English.

Specific knowledge and skill / ความรู้เฉพาะตำแหน่ง:

• Strong customer service mindset and service-oriented attitude.

• Strong troubleshooting and analytical problem-solving skills.

• Ability to manage multiple service requests and prioritize tasks effectively.

• Good interpersonal skills and ability to communicate technical issues to non-technical users.

• Experience with ITSM tools such as ServiceNow, ManageEngine ServiceDesk, or Jira Service Management.

• Basic understanding of endpoint security, patch management, and identity access management.

ความเข้าใจในธุรกิจ/การดำเนินงานขององค์กร

Knowledge and understanding of business operations and the role of IT services in supporting organizational productivity and efficiency.