JOB DESCRIPTION
1, Service Desk Operations
- Manage daily operations of the IT Service Desk, ensuring SLA compliance and customer satisfaction.
- Act as escalation point for complex incidents and service disruptions.
- Monitor and report key performance indicators (KPIs) including FCR, SLAs, and user feedback.
2, Process & Tool Ownership
- Own ITSM platform configuration (e.g., ERP, CRM, Jira) and maintain accurate service documentation.
- Promote use of self-service portals, knowledge base articles, and automation to reduce ticket volume.
3, System & Service Understanding
- Work closely with operation and technical teams to ensure seamless support.
- Support service stages and ensure readiness of Service Desk team.
4, Vendor & Stakeholder Management
- Manage third-party support vendors and ensure SLA adherence.
- Collaborate with business units to align support services with operational needs.
- Working hours: 8:30am-17:30pm
REQUIREMENTS
Education & Certifications:
- Bachelors degree in Information Technology or related field.
Skills:
- Excellent communication and incident/problem-solving abilities.
- English fluently
BENEFITS
- Package 14 salary months
- Extra package per year
- Young and dynamic working environment.
- Continuous development of hard and soft skills through work and professional training.
- Opportunity to approach the newest technology trends
- Exciting leisure: sports and art events, football club, family day
- The companys labor policy is completely pursuant to Vietnamese labor legislation plus other benefits offered by the company (Company trip, Holidays, etc.)
* Please send your application via email: [Confidential Information]
