IT Global Service Desk Agent

Job summary

Our client, located in the Industrial Park in Bien Hoa, Dong Nai near Ho Chi Minh City, Vietnam, specializes in developing and manufacturing high-performance elastomeric sealing solutions, such as o-rings and molded components.

Job Responsibilities

YOUR MISSION

• Remote first level IT Support for colleagues across all business lines and geographies.
• Handling of requests via different channels such as portals, phone calls, or quick chats to assist users.
• Understand and Analyze Issues- Dive into tech problems, guiding users through the process of finding solutions.
• Diagnose and document issues comprehensively and route unresolved aspects to the right support channels.
• Collaborate with IT colleagues and partners to troubleshoot and resolve infrastructure and network-related challenges
• Maintain a high level of customer satisfaction by providing quality assistance.
• Manage access and administration using Identity and Access Management systems and other tools
• Continuously develop your knowledge about IT services, business processes, and technical skills
• Contribute with valuable ideas to enhance our IT systems and processes

Experience requirements

• Experience with Microsoft 365 applications, Citrix, Windows 10/11, Windows Server and Active Directory
• Hands-on experience with ticketing systems like ServiceNow, Jira-SM or others
• Proficiency in ITSM processes and tools and ITIL Foundation certification
• A passion for technology and a willingness to learn and adapt
• Excellent customer service skills - solve problems effectively while creating positive user experiences through proactive high-quality communication
• Strong analytical skills and attention to detail
• Ability to work effectively both independently and as part of a team
• Quality awareness and prioritization skills - efficiently manage tasks with a keen awareness of quality
• Strong proficiency in English, both written and spoken
• Can speak Chinese (Mandarin) 
• German knowledge would be a nice-to-have

Education requirements

• Relevant IT qualifications and a proven track record in the field with at least 2 years of work experience in an international helpdesk environment

Please click on the APPLY BUTTON or contact our consultant Ms. Ngoc Nguyen for further information: +84914159645 or email: khanhngoc.nguyen@adecco.com

Contact Person

•   Tay Dang
•  Adecco