Global Service Desk

The DWPS Senior Operations Specialist will be a part of the global service desk technicians' team in the Digital Workplace Services organization. The team is primarily an L1-L2 support team providing incident and request management to a global business.

In this role, your job will split:

• 50% of time will be expected to manage the day-to-day tickets efficiently and effectively, especially tickets escalations.


• Another 50% of your time, you will participate in major changes and technically oversee L1 activities, by ensuring all activities are covered by Standard Operating Procedures (SOPs), including working on procedures improvements.

• Provide L2 end user support, analyzing and fixing issues where appropriate, acting as escalation engineer.


• Be accountable for technical aspects in Global Service Desk.


• Work together with Engineering Teams and ensure smooth handover to L1.


• Implement process or service changes where required to improve service performance.


• Remote issues troubleshooting.

• At least 5 years of experience in working as IT Administrator


• Accuracy and attention to detail, with good prioritizing skills


• Experience with M365 solutions (Azure AD, Intune, Office suite) and Windows 10/11 administration


• Ability to work unsupervised using own initiative


• Excellent communication skills, with a customer-oriented approach, languages: good at English communication.

Nice to have

• Microsoft Endpoint Management certification


• ITIL certification

Notes:

"By applying for the job at SPS Vietnam, it is considered that Candidates agree to provide personal data for SPS Vietnam to process in accordance with the Terms and Conditions of personal data processing of candidates which are in line with Decree 13/2023/ND-CP on personal data protection."

• Tet Bonus & Performance bonus.
• Meal allowance, free parking.
• Accidental and health-care insurance, annual heath check up, flu vaccination.
• We provide opportunities to learn and grow through different types of training, Talent Development, Succession planning as well as promotions or transfers.
• Company trip.
• Happy Hour. Team building. Sport activities: Football, Badminton.
• Year-end party. Mid-autumn festival. Annual sports tournament.
• 5 working days per week (off Saturday & Sunday).
• Extra info: In case of emergency (COVID-19), our company will flexible support candidates for online interview also WFH