Manages the processing of incoming calls to the Help Desk via telephone, e-mail or walk-in and ensure all requests are lodged, categorized, prioritized, and assigned with courteous and timely. Coordinates with relevant staff to resolve the issues by defining schedules, set priorities, providing support and dealing with any administrative issues as needed. Manages escalation procedures and ensures service levels are maintained. Follows up on the escalated tickets and informs the progress to the customer accordingly, to ensure that no escalated tickets are ignore or forget. Promote a strong customer focus and ensure helpdesk team is the single point of contact for all internal and external customers. Track and analyze trends in Help Desk requests, generate statistical reports and make recommendations for improvements based on the results. Identify, recommend, develop, and implement end user training programs to increase computer and systems literacy and self-sufficiency.

Bachelor Degree in Computer Science, Computer Engineering or IT. A minimum 3 years’ experience in business systems support or helpdesk operations. Previous work experience with ITSM processes such as: request fulfilment, incident management and change management processes would be advantage. Exceptional customer service orientation, with excellent written and oral communication skills in both Lao and English. Exceptional interpersonal skills, with a focus on listening and questioning skills. Strong documentation skills.