- Chi tiết công việc
- Giới thiệu công ty
Mức lương: 11 Tr - 18 Tr VND
Loại hình: Toàn thời gian
Kinh nghiệm: 1 năm
Mô tả công việc
Mô tả Công việc
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:
- receive and record all calls, queries, complaints, requests, incidents related to the services provided by the IT Department
- follow requests and incidents from start to finish
- trace and monitor all tickets in the ITSM tool
Ensuring the proper processing of the tickets:
- resolve incidents in accordance with SLAs
- troubleshoot users either directly, offline, or by escalating to other more qualified teams
- process requests or forward them to the appropriate team when necessary
Handling the communication with the users:
- inform the users about the status of their request
- provide visibility on monitoring the progress of the processing of their request and their incident
- ensure the interface between operational staff and the IT department via peaceful and effective communication
- produce service quality metrics: activity level (number of tickets over a period, etc.), user satisfaction, actual resolution times, etc.
- help improve the image of the IT department among users
Coordinating the support teams:
- assignment, planning and monitoring of the requests for assistance
- remind the teams if they are close to the defined end of intervention deadline, or are outside the deadline
There are several vacant positions.
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:
- receive and record all calls, queries, complaints, requests, incidents related to the services provided by the IT Department
- follow requests and incidents from start to finish
- trace and monitor all tickets in the ITSM tool
Ensuring the proper processing of the tickets:
- resolve incidents in accordance with SLAs
- troubleshoot users either directly, offline, or by escalating to other more qualified teams
- process requests or forward them to the appropriate team when necessary
Handling the communication with the users:
- inform the users about the status of their request
- provide visibility on monitoring the progress of the processing of their request and their incident
- ensure the interface between operational staff and the IT department via peaceful and effective communication
- produce service quality metrics: activity level (number of tickets over a period, etc.), user satisfaction, actual resolution times, etc.
- help improve the image of the IT department among users
Coordinating the support teams:
- assignment, planning and monitoring of the requests for assistance
- remind the teams if they are close to the defined end of intervention deadline, or are outside the deadline
There are several vacant positions.
Yêu cầu công việc
Yêu Cầu Công Việc
· Advanced knowledge of ITIL process
· Advanced knowledge of Service-Now
· Basic knowledge of Active Directory, Email, Network, Microsoft 365, Sharepoint, ERP systems
· 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
· Ability to meet deadlines and work under pressure
· Advanced knowledge of ITIL process
· Advanced knowledge of Service-Now
· Basic knowledge of Active Directory, Email, Network, Microsoft 365, Sharepoint, ERP systems
· 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
· Ability to meet deadlines and work under pressure
Quyền lợi được hưởng
Laptop
Chế độ bảo hiểm
Du Lịch
Phụ cấp
Chế độ thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
Nghỉ phép năm
Chế độ bảo hiểm
Du Lịch
Phụ cấp
Chế độ thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
Nghỉ phép năm
Thông tin khác
Bằng cấp:
Cao đẳng
Độ tuổi:
24 - 32
Lương:
11 Tr - 18 Tr
VND
Cao đẳng
Độ tuổi:
24 - 32
Lương:
11 Tr - 18 Tr
VND
Nộp hồ sơ liên hệ
Teamwork Vietnam Ltd
Giới thiệu công ty
Xem trang công ty
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