service desk EngineerTeamwork Vietnam Ltd

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.