Specialist, IT Helpdesk (Digital Workplace) (HCM)

1) IT Service Management
- Make sure that 100% SR/IR in Nova are responded and resolved within SLA.
- Assign ticket in Nova to group or person in charge within SLA
- Make good use of provided technical support as well as software and hardware to troubleshoot problems regarding Printer, Scanner, Computer, Laptop, Projector, VoIP, Wifi, Windows, Office 365, Skype for Business, ...
- Deliver and install IT devices (desktop, laptop, printer...) for users within SLA
- Act as a representative for IT to respond to users' questions regarding IT's services over face to face, phone, emails, ticket
- Follow up with end-users to ensure issue has been resolved and update detailed information of tickets into the ServiceNow system with rating for each ticket
2) IT Management/Administration:
- IT Asset Management: ensure that the IT Asset Management process is in place and strengthened, all IT Assets are well managed physically and in system. Coordinate with Accounting and ITI team to ensure all IT assets status are updated according to the real-time.
- Responsible for management and follow fixed asset at branches in charge
- Periodically do reports and report to IT Digital Workplace Team Leader
- Others: will be assigned by Manager Digital Workplace and Country IT Manager