Service Desk Analyst

Salary Range: VND 10.500.000 - 12.800.000 (Gross)

Work Mode: Onsite

Weshine is hiring for our client (Handshakes AI) based in Singapore for a role based in Vietnam. Handshakes is an award-winning DataTech company. Enabling our clients to make safer more informed decisions by delivering meaningful insights harnessed from reliable data.

We are currently hiring a Level 1 Support Service Desk Analyst based in Hanoi. This role will be working with our regional teams to support our clients in multiple industries. Our team adapts quickly to our clients needs and ensures customer centric deliverables with consultative experience through creative solutions and knowledge on the basic level and beyond.

We are looking for a talented IT Professional who is curious technically inclined and interestedin building a career in the Data Technology space. Our clients requests cover a wide range of products and services so its important that you have a continuous learning mindset and strong customer engagement skills. This role offers an exciting opportunity to work with cutting-edge technologies in a modern customer support environment.

RESPONSIBILITIES

• Develop in depth knowledge of our products.
• Effectively solve issues through ticket management platforms email or phone.
• Answer questions and help clients navigate throughout our platforms.
• Provide technical support for internal issues including handling day-to-day operations such as troubleshooting laptop issues network connectivity problems and software installations.
• Support creating users and packages together with our Go to market teams.
• Provide support and guidance to customer professionals base that uses our tools.
• Provide basic support to clients that have our customized solutions.
• Collaborate with internal teams and Client Success to identify opportunities for existing clients to increase the usage of the platforms.
• Collaborate with other teams to ensure solution is provided in timely manner.
• Show resilience composure and flexibility as clients needs change and pressure increases from client for resolution.
• Assist to create technical documentation- Write high-quality readable and well-documented support notes.

REQUIREMENTS

• Bachelors Degree in computer science/Information Technology or any related major of studies.
• At least 1-3 year(s)of experience in Jira Service Management or/ and Salesforce Service Cloud.
• Having working experience as a Service Desk support agent would have added advantage.
• Strong communication skills (written & verbal) in English language.
• Excellent customer-facing and interpersonal skills with the ability to build rapport quickly.
• Passionate in solving complex problems.
• Adaptable and flexible able to respond quickly to shifting priorities and client needs.
• Keen interest in growing technical skills and learning about our range of products.
• Fast learner with strong multitasking abilities and the ability to manage several tasks efficiently.
• Strong analytical and critical thinking skills with sound judgment.
• A team player who is respectful inclusive collaborative and open to share knowledge.
• Resourceful and independent able to work with minimal supervision when needed.