IT Service Desk - Specialist II (Shift Work)

Fresh Graduates are welcomed to apply.

Basic Job Functions:
Provides support, operations and maintenance services to divisional IT staff and Corporate Executives. Services require a high degree of customer service, technical expertise, and velocity to return the customer to a working state. Provides enterprise escalation level assistance for a wide array of technical and procedural issues. Disciplined execution of established operations, maintenance processes and procedures. Very frequent interactions with customers and must be effective in interpersonal communications and problem solving using various verbal and written methods. Effective use of the established administration and support tools, processes and procedures to help achieve the department’s goal of being Operationally Excellent.

Primary Responsibilities:
• Provide accurate and creative solutions to customer problems of moderate nature to ensure customer productivity
• Assist in the resolution of customer and support issues among company sites to ensure timely distribution of knowledge and positive impact on customer satisfaction
• Provide LAN Administration duties such as account administration, and rights assignment
• Develop and execute operations and maintenance plans for enterprise, divisional and other related support systems
• Acquire and maintain current knowledge of relevant product offerings, services and support policies to provide solutions to customer problems
• Initiate projects that enhance the quality or efficiency of support, operations and maintenance services
• Has frequent interaction with Corporate IT staff especially with project based/Senior technical staff and other participants on performance problems, upgrades, design review, and application setup/implementation
• Work in 12 hours rotating shift to provide support for 24X7 operation
• Other duties as assigned
• Job description subject to change at any time

Key Competencies:
• Defines, documents and carries out small projects or sub-projects (typically less than six months, with limited budget, limited interdependency with other projects, and no significant strategic impact), alone or with a small team, actively participating in all phases. Identifies, assesses and manages risks to the success of the project. Prepares realistic plans (including quality, risk and communications plans) and tracks activities against the project schedule, providing regular and accurate reports to stakeholders as appropriate. Monitors costs, timescales and resources used, and takes action where these deviate from agreed tolerances. Ensures that own projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are recorded.
• Assists with the collection of safety assurance evidence, undertaking all work in accordance with agreed safety, technical and quality standards, using appropriate methods and tools. Documents the results of hazard and risk analysis activities.
• Installs or removes hardware and/or software, using supplied installation instructions and tools including, where appropriate, handover to the client. Conducts tests, corrects malfunctions, and documents results in accordance with agreed procedures. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Provides assistance to users in a professional manner following agreed procedures for further help or escalation. Maintains accurate records of user requests, contact details and outcomes. Contributes to the development of installation procedures and standards.
• Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement and disposal of assets is carried out. Produces and analyses registers and histories of authorized assets (including secure master copies of software, documentation, data, licenses and agreements for supply, warranty and maintenance), and verifies that all these assets are in a known state and location. Ensures that there are no unauthorized assets such as unlicensed copies of software.
• Assesses, analyses, develops, documents and implements changes based on requests for change.
• Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.
• Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation.
Collects and collates evidence as part of a formally conducted and planned review of activities, processes, products or services. Examines records as part of specified testing strategies for evidence of compliance with management directives, or the identification of abnormal occurrences.

Experience:
• 2 – 3 years experience Information Technology or related discipline preferred
Education:
• Bachelor’s degree in Information Technology or related field or equivalent years of work experience
Required Skills/Competencies:
• Excellent customer service and interpersonal skills.
• Ability to set customer service standards and follow guidelines, as well as to help others interpret policy.
• Thorough understanding of support, operations and maintenance processes.
• Excellent organizational skills.
• Ability to be self-sufficient and work with little supervision.
• Strong English oral and written communication skills (technical and non-technical).
• Demonstrated problem-solving skills.
• Ability to maintain a high level of customer trust and confidence in the group’s knowledge of and concern for customers’ needs. Will require the handling of some confidential information.
• Capable of involvement in multiple projects through all life-cycle phases, ensuring they are in accordance with established direction and standards.
• Broad range of network and desktop knowledge is highly desirable, including:
- OS: Windows XP, Windows 7, Windows 8, Windows Server 2008, Windows Server 2012
- Applications: MS Office 2013, 2016 IE7, IE8, Custom FS Application experience preferred
- Network TCP/IP, WINS, DNS, DHCP
• May be required to kneel, bend, talk and hear.
• Specific vision abilities are required.
• Fluency in English and Vietnamese, spoken and written, is required

- 13th Payment & Performance Bonus
- Premium Healthcare for Associates and Family
- Shuttle Bus from HCM, Dong Nai & Binh Duong

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