Remote Service Desk
JOB DESCRIPTION
Service Delivery
Provide technical support to end-users via phone and email, including troubleshooting hardware, software, and network Infrastructure-related issues.
Collaborate with global teams to triage tickets, manage events, and handle security incidents.
Escalate complex technical problems to the relevant teams as necessary.
Manage tickets accurately and timely, following standard operating procedures.
Install, configure, and troubleshoot client application issues.
Oversee user onboarding/offboarding processes, including software installations and system upgrades.
Conduct remote hardware and device monitoring and software inventory management and asset tracking.
Provide superior remote support for customers' infrastructure, systems, and applications.
Own and implement patch and security management, backup monitoring, and issue resolution.
Stay current with industry developments and obtain relevant certifications.
Ensure timely management and resolution of customer support tickets
Meet Service Desk SLAs and achieve key performance indicators (KPIs)
Follow Fuse incident, problem, and change management procedures
Administration
Log all efforts accurately and promptly in The Company's Service Desk application.
Update and maintain customer and technical knowledge bases.
Develop and maintain documentation, including standard operating procedures and knowledge base articles.
JOB REQUIREMENT
Minimum 2 yrs experience in a Level 2 technical support role, preferably in a remote shift work Service Desk environment
Strong troubleshooting skills for desktop hardware, software, and network issues
Ability to use the Service Desk tool to manage incidents/changes/problem tickets
Ability to deliver and drive technical problems to closure independently and with minimal supervision
Proficiency in desktop operating systems (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 with the ability to diagnose and resolve technical issues independently.
Exceptional customer service and verbal + written communication skills.
Strong attention to detail and ability to prioritise tasks in a fast-paced remote working environment.
Desirable Knowledge and Skills
2+ yrs experience in field, preferably in a Managed Services environment and International Service Desk
Microsoft Certifications (e.g., Microsoft 365) are highly regarded.
Customer service experience both remote and onsite
Familiarity with ITIL processes and frameworks.
Tertiary Qualification or equivalent
WHAT'S ON OFFER
Attractive Salary Gross
An opportunity to join and build a new team in Vietnam
13th salary commitment
SHUI: full salary in Gross in the salary of employees
Working Hours (5 days in office per week): 9 am – 5: 30 pm
Annual Leave: 16 days (raising by 1 day for each consecutive year of service. Capping at 20 days)
Allowances:
Parking Allowance: USD 25 /month
Phone/Internet Allowance: USD 100/month
Lunch Allowance: 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:
Active