Teamwork Vietnam Ltd
Lầu 3, Tòa nhà Anna, công viên phần mềm quang trung, quận 12, HCM
Posted date: 20-04-2024
Experience
1 - 10 Years
Job level
Experienced (Non - Manager)
Salary
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 :
- receive and record all calls, queries, complaints, requests, incidents related to the services provided by the IT Department
- follow requests and incidents from start to finish
- trace and monitor all tickets in the ITSM tool
- resolve incidents in accordance with SLAs
- troubleshoot users either directly, offline, or by escalating to other more qualified teams
- process requests or forward them to the appropriate team when necessary
- inform the users about the status of their request
- provide visibility on monitoring the progress of the processing of their request and their incident
- ensure the interface between operational staff and the IT department via peaceful and effective communication
- produce service quality metrics: activity level (number of tickets over a period, etc.), user satisfaction, actual resolution times, etc.
- help improve the image of the IT department among users
- assignment, planning and monitoring of the requests for assistance
- remind the teams if they are close to the defined end of intervention deadline, or are outside the deadline
There are several vacant positions.
· Advanced knowledge of ITIL process
· Advanced knowledge of Service-Now
· Basic knowledge of Active Directory, Email, Network, Microsoft 365, Sharepoint, ERP systems
· Minimum 1 year of experience in technical support (Level 1)
· Fluent in English (B1 level or higher) and Vietnamese speaking is also required
· Good at resolving issues, concerned about user satisfaction
· Ability to meet deadlines and work under pressure
Company: We are a Swiss consulting company specialized in ERP SAP and are established in Ho Chi Minh since 2007.
Our subsidiaries are based in different countries (Switzerland, France, US, Singapore and Vietnam) and we are the leader in this area for Switzerland Romand and a partment of SAP, and we continuously offer new challenging positions in SAP area with a future perspective for long term.
Tasks: The candidate will involve in an international environment with consultants abroad.
Lầu 3, Tòa nhà Anna, công viên phần mềm quang trung, quận 12, HCM
Company size: 25-90
Contact person: HR Dept