Service Desk Technician

Location: Song Than HCM - Vietnam
Department: Information Technology
Reports To: IT Operations & Infrastructure Manager
Role Summary
We are seeking a customer-focused Service Desk Technician Level 1 to provide first-line IT support to users across the company. The role is responsible for handling IT incidents and service requests, troubleshooting end-user issues, managing IT assets, maintaining IT documentation, and delivering a high level of customer service.
Support Coverage
Provide remote and onsite IT support for users across all company locations, ensuring timely resolution of incidents and service requests in accordance with established service levels.
Key Responsibilities
• Provide Level 1 IT support via phone, email, Microsoft Teams, and ticketing systems.
• Triage, classify, prioritize, assign, and manage incidents and service requests.
• Troubleshoot issues related to Windows, Microsoft 365, Outlook, Teams, laptops, mobile devices, printers, and basic network connectivity.
• Perform user account administration, including password resets, access requests, and user provisioning.
• Support employee onboarding and offboarding activities.
• Escalate incidents and service requests to Level 2 support, infrastructure teams, or external vendors when required.
• Follow up on escalated tickets to ensure timely resolution.
• Maintain IT asset inventory, including laptops, monitors, mobile devices, peripherals, and accessories.
• Track asset allocation, movement, return, disposal, and stock levels.
• Assist with device deployment, replacement, and warranty coordination.
• Maintain accurate and detailed ticket records, including troubleshooting steps, resolutions, and user communications.
• Create, update, and maintain IT documentation, SOPs, knowledge base articles, and user guides.
• Follow IT policies, procedures, security standards, and SLAs.
• Participate in IT projects, technology deployments, system upgrades, and continuous improvement initiatives.
• Perform other duties, projects, and tasks as assigned by the IT Department.