Job Description
About Company
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.
- Quantity: 2 ( Junior and middle levels)
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.
Tasks:
- 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
Extra info:
- In case of emergency (COVID-19), our company will flexibly support candidates for online interviews also working from home
Benefits for you
- Tet Bonus & Performance bonus.
- Meal allowance, free parking.
- Accidental and health-care insurance, annual heath check up, flu vaccination.
- We provide opportunities to learn and grow through different types of training, Talent Development, Succession planning as well as promotions or transfers.
- Company trip.
- Happy Hour. Team building. Sport activities: Football, Badminton.
- Year-end party. Mid-autumn festival. Annual sports tournament.
- 5 working days per week (off Saturday & Sunday).
- Extra info: In case of emergency (COVID-19), our company will flexible support candidates for online interview also WFH