Remote Service Desk

ABOUT CLIENT

Our client is a multinational trusted IT solutions provider

JOB DESCRIPTION

Providing technical support to end-users through various communication channels, troubleshooting hardware, software, and network infrastructure-related issues.
Collaborating with global teams to manage tickets, events, and security incidents.
Escalating complex technical problems to relevant teams.
Managing tickets accurately and following standard operating procedures.
Installing, configuring, and troubleshooting client application issues.
Overseeing user onboarding/offboarding processes, including software installations and system upgrades.
Conducting remote hardware and device monitoring and software inventory management and asset tracking.
Providing remote support for customers' infrastructure, systems, and applications.
Implementing patch and security management, backup monitoring, and issue resolution.
Staying updated with industry developments and obtaining relevant certifications.
Ensuring timely management and resolution of customer support tickets.
Meeting Service Desk SLAs and achieving key performance indicators (KPIs).
Following incident, problem, and change management procedures.
Logging all efforts accurately and promptly in the Service Desk application.
Updating and maintaining customer and technical knowledge bases.
Developing and maintaining documentation, including standard operating procedures and knowledge base articles.

JOB REQUIREMENT

At least 2 years of experience in a Level 2 technical support role, with a preference for experience in a remote shift work Service Desk environment
Strong ability to troubleshoot desktop hardware, software, and network issues
Proficiency in using the Service Desk tool to manage incidents, changes, and problem tickets
Ability to independently address and resolve technical problems with minimal supervision
Proficiency in desktop operating systems such as Windows and macOS, Microsoft Office suite, and common business applications
Familiarity with Microsoft 365, Active Directory, Exchange, and basic network troubleshooting
Excellent problem-solving skills and the ability to diagnose and resolve technical issues independently
Exceptional customer service and strong verbal and written communication skills
Strong attention to detail and the ability to prioritize tasks in a fast-paced remote working environment
Desirable Knowledge and Skills
Over 2 years of experience in the field, preferably in a Managed Services environment and International Service Desk
Possession of Microsoft Certifications (e.g., Microsoft 365) is highly regarded
Customer service experience in both remote and onsite settings
Familiarity with ITIL processes and frameworks
Tertiary Qualification or equivalent would be beneficial

WHAT'S ON OFFER

Competitive salary package
Opportunity to establish and lead a new team in Vietnam
13th month salary
Full gross salary
Working hours: 9 am – 5:30 pm, 5 days per week in office
Annual leave: 16 days, increasing by 1 day each consecutive year of service (maximum 20 days)
Additional allowances:
- Parking: USD 25/month
- Phone/Internet: USD 100/month
- Lunch: USD 50/month

CONTACT

PEGASI – IT Recruitment Consultancy | Email: recruit@pegasi.com.vn | Tel: +84 28 3622 8666
We are PEGASI – IT Recruitment Consultancy in Vietnam. If you are looking for new opportunity for your career path, kindly visit our website www.pegasi.com.vn for your reference. Thank you!

Job Summary

Company Type:

IT Solutions Provider

Technical Skills:

Azure, Services 24/7

Location:

Ho Chi Minh - Viet Nam

Salary:

Negotiation

Job ID:

J01645

Status:

Close

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