Service Desk Analyst
This role provides first point of contact for Clients seeking technical assistance and support in maintaning their websites and system. The role must be able to work night shift (if required), be able to perform remote troubleshooting through diagnostic techniques and determine the best solution or escalate based on the issue and details provided. Good communication skills, teamwork, customer centric focus and the ability to work in a fast paced environment is required.
Provide support to customer over the phone, email or chat and resolve their technical problems / requests in a timely manner
Ensure all tickets are logged and managed within Service Level Agreements (SLAs) and KPIs.
Have understanding the SLAs and priority responses commitment.
Follow standard Service Desk process - accurately log requests and incidents using the Incident Management tool
Manage open requests, incidents and escalate as required
Able to walk the customer through the problem-solving process or perform quick training on how to use particular features of the system
Able to work in 3 different shifts (if required) with monthly rotation
• Day shift – from 6:00 AM to 2:30 PM (5 days a week)
• Evening shift – from 2:00 PM to 10:30 PM (5 days a week)
• Night shift – from 10:00 PM to 6:30 AM (5 days a week)
Quality improvement tasks:
Take initiative in improving on reporting, processes, workflow and client outcomes
Identify possible risks throughout the process and properly communicate to related superiors for solutions
Study and share new techniques, practice, tools and share for team members
Take initiative in self-improvement for professional and personal excellence
Actively take part in Company activities as a leader to contribute building up Niteco's culture
Bachelor of IT, Computer Science or relevant field
Microsoft Certification or similar industry certification/qualification is highly regarded
Experience working in a customer support environment - phone, email, chat support
Good customer service skills with ability to effectively deal with customer enquiries within a timely manner
Understanding of a service desk (help desk) and incident management system
Expertise knowledge & experience:
Technical experience in using computer applications and tools
Good understanding of computer systems, mobile devices and website manangement
Ability to diagnose and resolve basic technical issues
Experience of working successfully in a team
English competencies at level: Conversational
Excellent analytical skills and the ability to identify creative and possible solutions
Good logical thinking and problem-solving skills
Good communication skills
The ability to work well in a team and individually
The ability to adapt to changing situations, be focused on delivery while ensuring quality
The ability to work under pressure and to tight deadlines
High sense of responsibility
Willingness to learn and share continuously
Creative, innovative, and strive for continuous improvement
Motivated in delivering top quality work
BENEFITS AND WORKING ENVIRONMENT:
Highly competitive remuneration package: attractive monthly salary with full base salary for Social, Health and Unemployment Insurance contribution and allowance for employees having children under 03 years old, 13th month salary, and additional performance bonus for top performers, high public holiday bonuses, and birthday gift, employee service award up to $1,000 for employees with 3+ years.
Attractive AON healthcare coverage including health and accident insurance in addition to basic insurances regulated by the Labor Code. Annual company summer vacation and team-building budget.
Potential opportunities for onsite work for international projects abroad.
Organized training and a support in building your career.
English-speaking, international and professional work environment: working with expatriates from a number of countries, state of the art working space with a wonderful view over the city skyline, modern facilities include computer dual 23.5” screens running recent versions of Windows 10, MS Office 2016, and Visual Studio, work station with 16 GB Ram, 256 GB SSD.
Western management style: professional, dynamic, open minded, creative, supportive, friendly, and encouraged for feedback.
Company Management that regularly communicates Company’s strategy, development plan and new opportunities to employees.
An active workplace with lots of out of work activities provided by the company and the Trade Union.
Diversified social and charity activities often organized by NICEF - Niteco Charity Engagement Foundation to create opportunities for our young employees to raise funds and help people with difficulties in Vietnam.
Physical care environment where you are taken care, feeling relaxed and enjoying lots of leisure activities clubs such like badminton, ping pong, football, dancing, etc.
To apply, please submit the following information:
Job Application Letter with “Service Desk Analyst ” in the subject line.
Updated CV in English, including your contact e-mail, phone number and salary expectations.
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