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Service Desk Analysts

Hanoi

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JOB DESCRIPTION:

 

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 are  required.

Tecnical tasks:

  • 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

Others:

  • 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

JOB REQUIREMENTS:

Education background:

  • Bachelor of IT, Computer Science or relevant field

    • Microsoft Certification or similar industry certification/qualification is highly regarded

Working experience:

  • 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:

  • E-commerce awareness
    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

Language:

  • English competencies at level: Conversational

Soft skills:

  • 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

Attitudes:

  • 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 and allowances, 13th month salary, additional performance bonus, 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. Luxury company summer vacation and team-building budget.

  • Opportunities to work onsite for international projects in Sweden, Australia, UK, USA, etc.

  • Organized training and full 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 enterprise, MS Office 2019 professional, Visual Studio, and SQL Server, work station with 16 GB Ram, 256 GB SSD.

  • Western management style that is professional, dynamic, open minded, creative, supportive, friendly and encouraging feedback.

  • Company Management that regularly communicates Company’s strategy, development plan and new opportunities to employees.

  • Employee and family are engaged and taken care by the company via Trade Union activities. 

  • 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 such as badminton, ping pong, football, table football, dancing, running, cycling, cinema, etc.

SUBMIT APPLICATION:

 

To apply, please submit the following information:

  • Job Application Letter with “Service Desk Analysts” in the subject line.

  • Updated CV in English, including your contact e-mail, phone number and salary expectations.

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