IT - Service Desk Analyst

Update Service desk system record base on defined policy and process.
On-call and/or work outside of normal business hours may be required
Communication within users & IT Teams– keeping user informed of incident progress, notifying them of impending changes or agreed outages, etc.
Ad-hoc duties as assigned.
Escalate incidents/service requests to relevant support teams within agreed timescales.
Conduct customer/user satisfaction callbacks/surveys as agreed.
Ensure that outages and incidents/service requests are managed in an effective and timely manner, which respect the service level agreement (SLA)/ Operational level agreement (OLA – if any) or any other pre-defined agreement.
Log all relevant incident/service request details, allocating, categorization and prioritization codes.
Initiate projects that enhance the quality or efficiency of support, operations and maintenance services
Acquire and maintain current knowledge of relevant product offerings, services and support policies to provide solutions to customer problem.
Provide first-line investigation and diagnosis.
Follow guidelines as well as to help others interpret policy.
Resolve incidents/service requests adhering to pre-defined KPIs.

Yêu cầu công việc

Academic:
Bachelor’s degree in Information Technology/Telecommunication or relevant experiences.
Experiences/Competencies:
Good customer service awareness, customer service experience is an added advantage.
Familiar with at least one ITSM well-known systems, such as ServiceNow, BMC Remedy, ManageEngine, Ivanti, Freshworks, Ivanti, …
Ability to be self-sufficient and work with little supervision.
ITIL certification is an added advantage.
At least 3 years related working experience, excellent graduate can be considered.
Broad range of network and desktop knowledge is highly desirable, including:
- Network TCP/IP, WINS, DNS, DHCP
- Applications: MS Office 2013, 2016 IE7, IE8, Edge, Chrome, Ghost, Anti-virus.
- Has a good understanding of PC (Desktop & Laptop) hardware maintenance and troubleshooting.
- OS: Windows 7, Windows 10, Windows Server 2008, Windows Server 2012
Good learning capacity and eager to learn new things.
Knows well with the IT Service desk processes such as incident management, service request management, problem management, and change management.
Good communication skill, well contextual control under high pressure of critical incident resolution.
Proactive mindset and willing to accept new challenges, new changes.
Disciplinary, made and meet commitment, KPI.
Other skills:
Initiative, customer-oriented, detail driven, strong sense of responsibility and able to work independently.
Fluent in Vietnamese and English, spoken and written, is required
Demonstrated ability to learn new things.
Good communication and interpersonal skills

Healthcare for individual
Mobile phone allowance
Competitive income 13th month salary.
Company transportation
5 annual leaves.
Working time & location:
Binh Duong facory.
From 07h:30 – 16h:00, Mon to Fri.

Cập nhật gần nhất lúc: 2021-09-04 09:10:12