Global Service Desk

The DWPS Senior Operations Specialist will be a part of the global service desk technicians' team in the Digital Workplace Services organization. The team is primarily an L1-L2 support team providing incident and request management to a global business.

In this role, your job will split:

• 50% of time will be expected to manage the day-to-day tickets efficiently and effectively, especially tickets escalations.


• Another 50% of your time, you will participate in major changes and technically oversee L1 activities, by ensuring all activities are covered by Standard Operating Procedures (SOPs), including working on procedures improvements.

• Provide L2 end user support, analyzing and fixing issues where appropriate, acting as escalation engineer.


• Be accountable for technical aspects in Global Service Desk.


• Work together with Engineering Teams and ensure smooth handover to L1.


• Implement process or service changes where required to improve service performance.


• Remote issues troubleshooting.

• At least 5 years of experience in working as IT Administrator


• Accuracy and attention to detail, with good prioritizing skills


• Experience with M365 solutions (Azure AD, Intune, Office suite) and Windows 10/11 administration


• Ability to work unsupervised using own initiative


• Excellent communication skills, with a customer-oriented approach, languages: good at English communication.

Nice to have

• Microsoft Endpoint Management certification


• ITIL certification

• Tet Bonus & Performance bonus.
• Meal allowance, free parking.
• Accidental and health-care insurance, annual heath check up, flu vaccination.
• We provide opportunities to learn and grow through different types of training, Talent Development, Succession planning as well as promotions or transfers.
• Company trip.
• Happy Hour. Team building. Sport activities: Football, Badminton.
• Year-end party. Mid-autumn festival. Annual sports tournament.
• 5 working days per week (off Saturday & Sunday).
• Extra info: In case of emergency (COVID-19), our company will flexible support candidates for online interview also WFH

Cập nhật gần nhất lúc: 2024-11-12 10:05:06