[Hoan Kiem - Hanoi] IT Service Desk Technician

Job Description

- Serve as the first point of contact for internal customers/users seeking technical assistance over the IT service management system or phone.

- Follows IT Service policies and procedures and provides timely response to incidents assigned to them in the IT Service Management System

• Verifies incident description and severity with end users
• Determine the best solution based on the issue and details provided by users
• Provides timely diagnosis and resolution of service issues
• Direct unresolved issues to the next level of support personnel
• Follow-up and keep users informed about the status of their requests, and confirm the resolution of their issues.

- To be involved in system administration, operation and maintenance activities
- To be a database administrator
- To provide technical support to internal or external end-users.

Job Requirement

• University degree or above in computer sciences  or relevant field;
• Proven experience as a help desk/IT service desk technician
• Ability to diagnose and resolve technical issues
• Responsible, accurate and able to work under high pressure and to strict deadlines;
• Good skills of teamwork, communication, reporting & interpersonal;
• Fluent in Vietnamese and English (both oral & written)
• Good understanding in network/system administration. The title can be adjusted according to the experience and ability of the selected candidate.