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Service Desk Engineer

4 weeks ago

Ho Chi Minh City, Vietnam teamwork vietnam ltd Full time

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.

**Yêu cầu công việc**:

- 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
- Advanced knowledge of ITIL process
- Ability to meet deadlines and work under pressure
- Advanced knowledge of Service
- Now

**Quyền lợi**:
Laptop, Chế độ bảo hiểm, Du Lịch, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần đây lúc:

- 2024-02-11 11:30:31

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