Job Opportunities API

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.     Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.   No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. Get to Know Our Team  The Global Service Delivery (GSD) team is responsible for Agoda’s office infrastructure and employee connectivity. We provide the hardware, software, and access to resources that enable employees to achieve their goals. Whether in the office, working remotely, or traveling, we help everyone stay connected and productive. The GSD team uses state-of-the-art cloud management technologies, combined with the best on-site services, to manage the latest hardware across Windows, macOS, and Linux environments.    The Opportunity  For our team in Bangkok, we are looking for candidates with customer support or help desk experience. Technology is at the heart of Agoda, and an IT career with us offers excellent growth opportunities in an exciting, multicultural environment.    In This Role, You’ll Get To:  Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or onsite at the office  Monitor and respond quickly and effectively to requests received through the IT Support Service Desk  Troubleshoot, diagnose, and resolve technical system, hardware, and software issues  Guide users through the problem-solving process and empower them to resolve similar issues independently in the future  Support end users with device setup, software installation, account access, and general troubleshooting  Prioritize and manage support requests based on business impact and service expectations  Collaborate with internal teams to resolve cross-functional technical issues  Gather relevant information, document troubleshooting steps taken, and escalate unresolved issues to the next level of support as needed  Maintain technical documentation and service catalog content related to software installation, hardware configuration, and troubleshooting  Provide feedback on processes and recommend areas for improvement  Work in shifts and participate in on-call support when required    What You’ll Need to Succeed:   Strong customer service mindset  Familiarity with help desk ticketing systems  Ability to work independently as well as collaboratively in a team  Strong willingness to learn  Eagerness to keep up with the latest technologies and stay ahead of the curve  Strong problem-solving skills with a proactive and user-focused mindset  Excellent communication and interpersonal skills; a good sense of humor is always a plus  Ability to communicate clearly in spoken and written English  Degree in Computer Science, Computer Engineering, or a related field  Prior internship, customer support, or help desk experience is a plus, but fresh graduates are also welcome to apply  It’s Great If You Have:  Experience with Microsoft 365  Proficiency in macOS  Experience supporting and