IT Service Desk

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)

Note:

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

Benefits

• 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)

 

Contact

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]