IT Service Desk

Application deadline date has been passed for this Job.
This job has been Expired
Full Time
  • Post Date: February 2, 2023
Job Description
  • Provide customer IT Service Desk support 24x7x365
  • Application, system dashboard monitoring 24×7
  • Incident/Ticket management (Jira, ServiceNow), classify service request/ticket, assign priority and create ticket as per the predefined definitions
  • First level of ticket diagnosis to resolve the ticket or allocate ticket to appropriate support person/group
  • Update ticket/incident status frequently to users and relevant stakeholders follow SLA
  • Understand/research customer business and operation processes as well as DMS application knowledge for supporting
  • Provide support in person, on the phone or via email as appropriate
  • Ownership of raised and escalated issues. Manage and co-ordinate operations from opening to closure of all tickets follow SLA
  • Provide guidance and training (remotely) to end users on need basis
  • Knowledge base will be maintained as continuous process with in support
  • Perform other tasks as assigned by direct manage

Job Qualifications

  • College or University Graduation (IT is preferable)
  • Computer and IT basic literate
  • Have AMS Processes understanding is a plus
  • Experience of Incident/ticket management is a plus
  • Good at English at least 2 skills (reading and writing). TOEIC >= 450.
  • Be capable of working on the night shift
  • Good skill on Microsoft Office (for reporting)
  • Have good customer support mindset and attitude
  • Fast learning
  • Proactive

Working time: 

  • Shift 1: 3:00PM – 11:30PM
  • Shift 2: 11:00PM – 7:30AM (next day)


  • Duration of work shift: 8.5 hours
  • Shift/Man/Week: 5 shifts


  • Be part of our hugely international environment; we are currently working with the Global customers, where you can have many opportunities to working oversea.
  • Competitive salary package based on skills and experience.
  • Relocating package: Up to 100M (for senior candidates from Hanoi/HCM.C to Danang)
  • 4% Loan Interest Rate Support
  • A slot to buy FPT Plaza Apartment at promotion price (14.8M/m2)
  • We create great teams and take very good care of them;
  • Great opportunity to grow with the company;
  • Frequent staff activities and company parties;
  • Awesome social events and parties for employees;
  • Wear what you want, be your unique self at work;
  • Working type: at the office (Danang, Vietnam)



Interested candidates should click Apply button to submit a completed Curriculum Vitae/Resume and Cover Letter to: Recruitment Department – FPT Software Workforce Development

Contact Person : Ms. Tran Diem Chau (ChauTD1)

Email : [email protected]