IT Senior Service Desk Analyst

2 weeks ago

Ho Chi Minh City, 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 expert-level 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 end-to-end IT processes.
- Other ad-hoc 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 & Problem-solving:

- 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
Không yêu cầu

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