Service Desk Engineer

As service desk engineer, you will work at the entry point of the company and you can be contacted at any time by a user needing help.
You will be in charge of :

Taking into account all user requests:

- follow requests and incidents from start to finish
- receive and record all calls, queries, complaints, requests, incidents related to the services provided by the IT Department
- trace and monitor all tickets in the ITSM tool

Ensuring the proper processing of the tickets:

- troubleshoot users either directly, offline, or by escalating to other more qualified teams
- resolve incidents in accordance with SLAs
- process requests or forward them to the appropriate team when necessary

Handling the communication with the users:

- produce service quality metrics: activity level (number of tickets over a period, etc.), user satisfaction, actual resolution times, etc.
- ensure the interface between operational staff and the IT department via peaceful and effective communication
- inform the users about the status of their request
- provide visibility on monitoring the progress of the processing of their request and their incident
- help improve the image of the IT department among users

Coordinating the support teams:

- remind the teams if they are close to the defined end of intervention deadline, or are outside the deadline
- assignment, planning and monitoring of the requests for assistance
There are several vacant positions.

· Minimum 1 year of experience in technical support (Level 1)
· Basic knowledge of Active Directory, Email, Network, Microsoft 365, Sharepoint, ERP systems
· Fluent in English (B1 level or higher) and Vietnamese speaking is also required
· Good at resolving issues, concerned about user satisfaction
· Advanced knowledge of ITIL process
· Ability to meet deadlines and work under pressure
· Advanced knowledge of Service- Now

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Cập nhật gần nhất lúc: 2024-04-03 11:44:50