IT Helpdesk

Customer Support:
- Diagnose and resolve technical issues related to computers, networks, software, and other IT systems
- Receive and process customer support requests via phone, email, chat, and other channels
- Provide guidance and support on the use of company products and services
- Enhance customer satisfaction by providing professional and attentive support

System Administration:
- Create hardware, software, and system documentation
- Update and install software patches and new software as needed
- Administer and maintain computer systems, networks, and software
- Monitor and supervise system performance, identify and resolve issues promptly

Process Automation:
- Utilize automation tools to reduce request processing time and increase productivity
- Develop and implement automation solutions that align with company needs
- Analyze and automate service processes to improve efficiency

Reporting:
- Prepare regular performance reports, including: number of requests, handling time, customer satisfaction levels, etc
- Propose process and service improvement solutions based on collected data
- Collect and analyze data related to Service Desk operations

- Working hours: 8:00 AM to 5:00 PM (Monday through Saturday), with Sundays off.

Knowledge:
- Understanding of network system design
- Knowledge of computer system, network, and software administration
- Ability to present and communicate performance reports effectively
- 3+ years of experience working in IT, with a focus on Service Desk
- Understanding and application of ITIL, ITSM (especially implementation)
Skills:
- Basic English communication skills
- Problem- solving skills and strong analytical thinking
- Excellent communication and customer service skills
- Proficiency in using Service Desk support tools (e.g., ITIL4, Jira, Zendesk, etc.)
- Fluency in using computers and office software applications
Qualities:
- Fast learner and adaptable to new work environments
- Highly responsible, meticulous, and detail- oriented
- Ability to work independently and as part of a team
- Customer- centric approach, always striving to deliver the best customer experience

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Cập nhật gần nhất lúc: 2024-06-06 15:35:06