AN1, IT Services & User Support Technician - IT Department

Mizuho Bank, Hanoi Branch is seeking a customer-focused and proactive IT User Support
Specialist to join our end-user support function. Reporting directly to the AVP, User Support
Team Lead, this role is responsible for executing daily IT Service Desk Level 1 operations,
supporting end-user devices, and ensuring timely and professional assistance for branch users
in a controlled banking environment.
The successful candidate will act as the first point of contact for IT issues, handle daily
service requests, and maintain service quality and operational discipline. This role works
closely with the User Support Team Lead and collaborates with internal IT teams to deliver
reliable workplace IT support.
What you will do
• Act as the first point of contact for branch users, providing Level 1 IT Service Desk
support.
• Receive, log, and manage daily incidents and service requests via the ticketing system.
• Ensure timely resolution of basic IT issues and properly escalate complex incidents to
the Team Lead or specialized IT teams (Infrastructure, Security, etc.).
• Set up, configure, and troubleshoot PCs, laptops, printers, peripherals, mobile devices,
and standard workplace applications.
• Assist with user onboarding and offboarding processes, including physical device
allocation and account setup/removal coordination.
• Maintain accurate ticket records, support logs, and assist in updating operational
documentation.
• Follow internal control requirements, IT policies, and compliance guidelines during
daily operations.
• Contribute to continuous improvement in user support processes and overall user
satisfaction.