IT Service Desk Specialist (1-Year Contract)

Job description

Why LINE MAN Wongnai LINE MAN Wongnai is one of the fastest-growing technology companies in Thailand. We are a team of talented people working together to build a digital ecosystem that drives the country forward. By using data and AI, we create products that make a real difference in people’s lives from the LINE MAN app and Wongnai POS to financial services through LINE Pay. We work at the point where fast-growing technology meets everyday e-commerce lifestyles, building digital infrastructure that supports 10 million users, 700,000 merchants and over 240,000 riders & drivers. Right now, we’re looking for new joiners who want to take ownership, work on meaningful projects, and create real impact at a national scale. Join us in driving our mission to Digitalize Thailand. Why this Role This role re-imagines the traditional Service Desk by blending essential IT support with modern AI, automation, and robust knowledge management. As the first point of contact for our employees, you will go beyond simply fixing immediate issues; your primary goal is to elevate support efficiency, reduce manual workload, and maintain consistently excellent Customer Satisfaction (CSAT) scores. First Point of Excellence & AI Innovation (Core Challenge): You will serve as the sole Tier 1 gateway managing all incoming user requests. This role will fully leverage your potential to classify issues—guiding users to resolve them via the Self-Service Portal or accurately escalating tickets to Tier 2 teams. By analyzing daily ticket trends, you will continuously refine our AI & Automation systems with the primary goal of measurably reducing incoming IT tickets and eliminating unnecessary manual intervention. This includes developing automated bots to resolve repetitive issues directly from incoming ticket logs. Drive Innovation: Enjoy the autonomy to eliminate manual processes by deploying AI and automation, as well as managing high-quality self-service bots—directly elevating and shaping the overall operation of the IT department. High Visibility & Impact: From delivering a "World-Class Onboarding Experience" to managing key IT assets, your work ensures that every team member has the essential tools and support to succeed from Day 1.. What You'll Do Be the Face of Modern IT First-Line Hero: Serve as the primary contact resolving real-world hardware & software challenges (Windows & Mac) via Slack and Walk-in support—turning tech frustrations into effortless solutions. Seamless Onboarding & Offboarding: Execute efficient check-out and check-in processes for employees, ensuring all movements are completed fully and within defined timeframes. Asset Lifecycle & Operations Management Drive Next-Gen IT Operations: Get your hands dirty with real-world IT infrastructure, managing IT Assets, and running day-to-day operations like a seasoned IT pro. End-to-End Lifecycle: Manage the complete lifecycle of hardware assets—from strategic procurement (under 100,000 THB) and introduction to secure retirement and disposal, ensuring compliance with environmental and security standards. Process Workflows: Develop and maintain clear workflows and diagrams for handling asset loss and damage procedures. Event Support Company Event Support: Provide hands-on technical support for internal and external company events, including live stream operations via OBS Studio . What You'll Need 0-3 years of experience in an IT Support, Service Desk, or Helpdesk role (Fresh graduates with a strong service mindset and foundational tech skills are highly encouraged to apply). Strong troubleshooting capabilities across both Windows and macOS environments, as well as basic network connectivity issues. Good command of English and Thai (Verbal & Written) to effectively communicate and support a diverse, multi-national workforce. Highly organized and structured thinking , with the ability to clearly structure data, documentation, and technical logs. A strong Service Mindset: patient, empathetic, and genuinely passionate about helping internal users solve their daily tech problems. What Sets You Apart Bachelor’s degree in Information Technology, Computer Science, or a related field. Experience with AI and Automation , including familiarity with Virtual Agents or configuring automation rules within ticketing platforms. Workflow expertise , with proven experience in creating Slack workflows, integrations, or utilizing tools as a primary IT support channel. SaaS Administration skills, particularly basic knowledge of Google Workspace (G-Suite) administration. A Tech-Savvy and Curious nature , demonstrating high enthusiasm for continuously learning new tools and leveraging technology to improve workplace efficiency.