IT Helpdesk

Mô tả công việc

Customer Support:
- 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
- Diagnose and resolve technical issues related to computers, networks, software, and other IT systems
- Enhance customer satisfaction by providing professional and attentive support

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

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

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

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

Knowledge:
- 3+ years of experience working in IT, with a focus on Service Desk
- Ability to present and communicate performance reports effectively
- Understanding and application of ITIL, ITSM (especially implementation)
- Knowledge of computer system, network, and software administration
- Understanding of network system design

Skills:
- Fluency in using computers and office software applications
- Basic English communication skills
- Proficiency in using Service Desk support tools (e.g., ITIL4, Jira, Zendesk, etc.)
- Problem- solving skills and strong analytical thinking
- Excellent communication and customer service skills

Qualities:
- Customer- centric approach, always striving to deliver the best customer experience
- Ability to work independently and as part of a team
- Highly responsible, meticulous, and detail- oriented
- Fast learner and adaptable to new work environments

A dynamic, open, and inclusive work environment that promotes a culture of learning.- Trust and empowerment for you to engage with and address real- world challenges from the market.- A fast- track career development path with competitive compensation.- Year- end bonuses based on business performance.- Special policies from YODY (Tet gifts, internal purchase discounts, etc.).- Full participation in social insurance, health insurance, and unemployment insurance.- Provided accommodation in Hai Duong City, with daily transportation between Hanoi and Hai Duong.

Cập nhật gần nhất lúc: 2024-09-07 17:45:03