Swiss Post Solutions (SPS)

Swiss Post Solutions (SPS)

Swiss Quality - Made in Vietnam

Global Service Desk Analysis

Principal duties:

  • Support our customers around the world following processes and workflows defined and designed base on ITIL framework 
  • Communicate and collaborate globally with not only users but also colleagues to bring out the best support services
  • Monitor and manage queue center to make sure every single ticket is strictly going through our workflow within SLA (Service Level Agreement)
  • Handle and resolve all requests, incidents related to Office 365, service desk.

Your role & responsibilities:

You will work closely with the teams that deliver and support a wide range of ICT Service offerings to ensure that the company is delivering overall superior service and support to customers.

  • Responsible for monitoring and managing the central queue, O365 queue that ensures every single request, incident are handled or routed to the relevant team within the SLA
  • Receive, analyst, and take corrective actions to support user tickets base on-site, service catalog, priority …
  • Accountable for the timely and accurate completion of servicing incidents, requests, and tasks assigned to the Service Desk team
  • Effectively manage customer communications and escalations
  • Communicate with clients to collect information or verify their situation as of 1st line support. In case the escalation need to involve many teams in a meeting or a call, you are the one who will host it
  • Handle and resolve all tickets related to O365 (Microsoft office 365) include Outlook, Skype For Business, One Drive, SharePoint …
  • Responsible for reports directly to team leader about the utilization, Service Health check, Server update patching, Licenses management, …
  • Proactive implement our services and support methods like writing PowerShell Scripts  

Your skills & qualifications:

Education:

  • Bachelor Degree in Information Technology, computer science or related IT field 

Technology skills and experience:

  • At least 1-3 years of experience in service support or equivalent work experience
  • Analysis and troubleshooting skills
  • ITIL knowledge is plus
  • Work effectively with colleagues or by your own
  • Researching and collecting information skills
  • Experience from a position working cross-organizational and Global scale 

Soft-skills:

  • Fluently in English Communication (verbal and written)
  • Problem Solving, Analytic, and Process Thinking
1 week ago

Location

Tòa nhà Saigon ICT, Công Viên Phần Mềm Quang Trung, Phường Tân Chánh Hiệp, Quận 12, Thành phố Hồ Chí Minh

Year of experience

1 năm

Level

Nhân viên

Job Type

Skills

Recruitment process

  • Round 1:

    Phone interview (Vietnamese).
  • Round 2:

    Physical interview with Department Leads.
Swiss Post Solutions (SPS)
Swiss Post Solutions (SPS)

Website

Location

Tòa nhà Saigon ICT, Công Viên Phần Mềm Quang Trung, Phường Tân Chánh Hiệp, Quận 12, Thành phố Hồ Chí Minh

Company size

Over 1000

Industry

Tech stack

Nationality

Switzerland