IT Senior Service Desk Analyst

2 weeks ago


Ho Chi Minh City, Ho Chi Minh, Vietnam Techtronic Industries Full time

Mô tả công việc:

(Mức lương:
Thỏa thuận)

  • Service Desk Operations:
  • Handle escalated IT incidents and requests to ensure quick resolution.
  • Provide expertlevel support and guidance to junior IT service desk staff.
  • Collaborate with other IT teams and departments to resolve complex issues.
  • ITSM Development & Management:
  • Develop, configure, and enhance modules on the ITSM platform.
  • Implement ITSM system upgrades, patches, and maintain integrations with other business tools.
  • Work closely with IT and business stakeholders to gather requirements and ensure ITSM System aligns with business needs.
  • Process & Strategy Development:
  • Recommend and implement improvements to service desk processes and policies.
  • Drive continual service improvement initiatives.
  • Document standard operating procedures and provide training to the team.
  • Reporting & Analytics:
  • Generate reports and dashboards to monitor service desk performance.
  • Use ServiceNow analytics to identify trends and areas for improvement.
  • Collaboration & Training:
  • Mentor and train junior service desk analysts.
  • Collaborate with other teams to improve endtoend IT processes.
  • Other adhoc duties as assigned by manager.

Chức vụ:
Nhân Viên/Chuyên Viên

Hình thức làm việc:
Toàn thời gian

Quyền lợi được hưởng:

  • Having chances to get attractive company bonus every month/year
  • Company trip once a year + Joining party
  • Salary and position is reviewed 1 time a year
  • Bonus by individual ability and company's performance.
  • Social insurance, health insurance, unemployment insurance and other benefits
  • Dynamic and sociable working environment.

Yêu cầu bằng cấp (tối thiểu): Đại Học

Yêu cầu công việc:

  • Academic:
  • Bachelor's degree or equivalent in Computer Science, Information Systems, or a related field.
  • Experiences/Competencies:
  • Experience:
  • Minimum of 3 years in an IT Service Desk, IT Technical Support or similar role.
  • Minimum of 3 years in developing, configuring, and administering any ITSM platforms such as ServiceNow, Ivanti, Freshworks
  • Development Skills:
  • Proficiency in JavaScript, HTML, and CSS.
  • Knowledge in developing and customizing cloud based ITSM Portal widgets.
  • Experience with Flow Designer and IntegrationHub.
  • Best Practices & Methodologies:
  • Strong understanding of ITIL Framework.
  • Communication & Problemsolving:
  • Excellent troubleshooting skills.
  • Strong interpersonal and communication skills.
  • Certifications:
  • ITIL v3, ITIL 4 is a plus.
  • ServiceNow System Administrator certification is a plus.
  • ServiceNow Implementation Specialist or Application Developer certification is a plus.
  • Other Skills:
  • Fluent in English across reading, speaking, listening, and writing.

Yêu cầu giới tính:
Nam/Nữ

Ngành nghề:
CNTT - Phần Cứng,CNTT - Phần Mềm,Data Analytics,IT Support

Đại Học
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