TopDev

Global Service Desk Analysis

SPS VIETNAM

Tòa nhà Saigon ICT, Công Viên Phần Mềm Quang Trung, Phường Tân Chánh Hiệp, Quận 12, Thành phố Hồ Chí Minh
Mô tả công việc
Giới thiệu về công ty

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.

Trách nhiệm công việc

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  

Kỹ năng & Chuyên môn

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

Phúc lợi dành cho bạn

  • 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

Công ty

SPS VIETNAM

Ngành nghề

Dịch vụ IT

Quy mô công ty

Over 1000

Quốc tịch công ty

Switzerland

Về chúng tôi

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