Associate - IT Service Desk

Key Responsibilities:• First Point of Contact: Serve as the initial contact for end- users seeking technical assistance via phone, email, chat, ticketing system, or in person.• Technical Support: Provide first- level support for hardware, software, and network issues, including Windows OS, macOS, Office 365, VPN, printers, and enterprise applications.• Troubleshooting & Escalation: Diagnose and resolve technical issues; escalate complex problems to Level 2 support or appropriate teams when necessary.• Device & Account Setup: Assist with onboarding/offboarding tasks, including user setup, asset provisioning, and configuration of new devices and accounts.• Ticket Management: Manage and track service requests, incidents, and problems using a ticketing system, ensuring timely resolution and adherence to SLAs.• Documentation: Maintain detailed records of incidents, service requests, and resolutions for future reference and reporting.• User Training & Communication: Provide guidance and training to end- users on effective use of technology resources; keep users informed on the status of their requests.• Collaboration: Work closely with IT team members to support technology upgrades, implementations, and continuous improvement initiatives.• Continuous Learning: Stay current with technological advancements, best practices, and the organization’s IT standards, including trends in digital tools, AI, and data analytics.• Policy Compliance: Follow established IT policies, procedures, and security standards.

Required Qualifications:
• Experience or familiarity with Artificial Intelligence (AI) tools and concepts is an advantage.
• Strong understanding of Windows OS, Windows Server, Office 365, and basic networking concepts.
• Tech certification such as CompTIA A+, ITIL Foundation, MCSA, or CCNA, Azure, AWS, Google Cloud, Power Platform, or data analytics are a plus.
• Familiarity with ITSM tools (e.g., ServiceNow) and remote support platforms is preferred.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Ability to work independently and collaboratively in a fast- paced, team- oriented environment.
• Excellent communication and problem- solving skills, with the ability to clearly and effectively communicate in English (oral and written), certification such as TOEIC 500, IELTS 6.0, or equivalent is preferred.

13th month salary and bonusProfessional training international environmentWorking Laptop

Cập nhật gần nhất lúc: 2025-10-21 16:30:02