Associate IT Service Desk

Hanoi - Vietnam

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Information Technology (IT)

Management Level

Associate

Job Description & Summary

We are seeking a motivated and technically skilled individual to join our IT team as a Service Desk Analyst Level 1. This entry-level role is ideal for recent graduates or early career professionals with a passion for technology and a strong desire to learn. As the
first point of contact for IT support you will provide exceptional customer service and
first-level technical assistance to end-users. Responsibilities include troubleshooting
hardware software and network issues managing support tickets efficiently and maintaining accurate records of service requests. You will work collaboratively with the IT team to ensure the smooth operation of technology systems and deliver timely professional support.

Key Responsibilities:

First Point of Contact: Serve as the initial contact for end-users seekingtechnical assistance via phone email chat ticketing system or in person.
Technical Support: Provide first-level support for hardware software andnetwork issues including Windows OS macOS Office 365 VPN printers andenterprise applications.
Troubleshooting & Escalation: Diagnose and resolve technical issues; escalatecomplex problems to Level 2 support or appropriate teams when necessary.
Device & Account Setup: Assist with onboarding/offboarding tasks includinguser setup asset provisioning and configuration of new devices and accounts.
Ticket Management: Manage and track service requests incidents andproblems using a ticketing system ensuring timely resolution and adherence toSLAs.
Documentation: Maintain detailed records of incidents service requests andresolutions for future reference and reporting.
User Training & Communication: Provide guidance and training to end-users oneffective use of technology resources; keep users informed on the status of theirrequests.
Collaboration: Work closely with IT team members to support technologyupgrades implementations and continuous improvement initiatives.
Continuous Learning: Stay current with technological advancements bestpractices and the organizations IT standards including trends in digital toolsAI and data analytics.
Policy Compliance: Follow established IT policies procedures and securitystandards.

Required Qualifications:

Bachelors degree in Information Technology Computer Science or a relatedfield.
Strong understanding of Windows OS Windows Server Office 365 and basicnetworking concepts.
Familiarity with ITSM tools (e.g. ServiceNow) and remote support platforms ispreferred.
Excellent communication and problem-solving skills with the ability to clearlyand effectively communicate in English (oral and written) certification such asTOEIC 500 IELTS 6.0 or equivalent is preferred.
Ability to work independently and collaboratively in a fast-paced team-orientedenvironment.
Experience or familiarity with Artificial Intelligence (AI) tools and concepts is anadvantage.
Tech certification such as CompTIA A ITIL Foundation MCSA or CCNA AzureAWS Google Cloud Power Platform or data analytics are a plus.

What We Offer:

A dynamic and collaborative work environment that fosters innovation andcontinuous improvement.
Opportunities for ongoing training certification and professional developmentto support your career growth.
Exposure to a wide range of IT systems tools and emerging technologiesincluding cloud platforms and AI.
Clear career progression pathways within the IT department supported bymentorship and performance development plans

Education (if blank degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank certifications not specified)

Required Skills

Optional Skills

Accepting Feedback Accepting Feedback Active Listening Communication Computer Engineering Computer Program Installation Computer Programming Computer Technical Support Emotional Regulation Empathy Enterprise Architecture Incident Management and Resolution (IMR) Inclusion Information and Communications Technology (ICT) Intellectual Curiosity IT Infrastructure Upgrades IT Operations IT Operations Management IT Project Lifecycle IT Support IT Troubleshooting Object-Oriented Programming (OOP) Optimism Scripting Languages Security Protocol Analysis 6 more

Desired Languages (If blank desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship

Government Clearance Required

Job Posting End Date

Required Experience:

Line of ServiceInternal Firm ServicesIndustry/SectorNot ApplicableSpecialismIFS - Information Technology (IT)Management LevelAssociateJob Description & SummaryWe are seeking a motivated and technically skilled individual to join our IT team as a Service Desk Analyst Level 1. This entry-level role is...