Service Desk Analyst

Summary

  • Tech Skills

    Computer Science

    Ecommerce

  • Job level
    Experienced (Non-Manager)
  • Work location
    Hanoi
  • Language
    English
  • Type
    Full Time
  • Salary
    Negotiable
  • Deadline
    11/02/2019

Business profile

Niteco Vietnam HN

CLand Tower, 156 Xa Dan II, Đống Đa, Hà Nội, Việt Nam

: 25-99


Công Ty TNHH Niteco Việt Nam - Niteco Vietnam, is a world-class software development company.

Niteco is a world-class software development company with expertise in building custom applications, mobile solutions, and implementation of web content management and e-commerce strategies. We are forward thinking and we take pride in delivering a high standard of quality and service to customers. 

We are global, with offices in Sweden, Hong Kong and the USA. Our local offices, located in Hanoi and HCM City, are composed of motivated employees from around the world including Vietnam, Sweden, Canada, New Zealand, France, Pakistan, Mexico and South Africa. We build on these international capabilities to foster a work environment that empowers employees to achieve personal and professional excellence.

Job description

This role provides first point of contact for Clients seeking technical assistance and support in maintaning their websites and system. The role must be able to work night shift (if required), be able to perform remote troubleshooting through diagnostic techniques and determine the best solution or escalate based on the issue and details provided. Good communication skills, teamwork, customer centric focus and the ability to work in a fast paced environment is required.
Technical tasks:
- Provide support to customer over the phone, email or chat and resolve their technical problems / requests in a timely manner
- Ensure all tickets are logged and managed within Service Level Agreements (SLAs) and KPIs. Have understanding the SLAs and priority responses commitment.
- Follow standard Service Desk process - accurately log requests and incidents using the Incident Management tool
- Manage open requests, incidents and escalate as required
- Able to walk the customer through the problem-solving process or perform quick training on how to use particular features of the system
- Able to work in 3 different shifts (if required) with monthly rotation
o Day shift – from 6:00 AM to 2:30 PM (5 days a week)
o Evening shift – from 2:00 PM to 10:30 PM (5 days a week)
o Night shift – from 10:00 PM to 6:30 AM (5 days a week)
Quality improvement tasks
- Take initiative in improving on reporting, processes, workflow and client outcomes
- Identify possible risks throughout the process and properly communicate to related superiors for solutions
- Study and share new techniques, practice, tools and share for team members
Others
- Take initiative in self-improvement for professional and personal excellence

Job requirement

Language: English competencies at level Conversational
Education background
- Bachelor of IT, Computer Science or relevant field
- Microsoft Certification or similar industry certification/qualification is highly regarded
Working experience
- Experience working in a customer support environment - phone, email, chat support
- Good customer service skills with ability to effectively deal with customer enquiries within a timely manner
- Understanding of a service desk (help desk) and incident management system
Expertise knowledge & experience
- E-commerce awareness. Technical experience in using computer applications and tools
- Good understanding of computer systems, mobile devices and website manangement
- Ability to diagnose and resolve basic technical issues
- Experience of working successfully in a team
Soft skills:
- Analytical skills and the ability to identify creative and possible solutions
- Logical thinking and problem-solving skills
- Communication skills
- The ability to work well in a team and individually
- The ability to adapt to changing situations, be focused on delivery while ensuring quality
- The ability to work under pressure and to tight deadlines
Attitudes
- High sense of responsibility
- Willingness to learn and share continuously
- Creative, innovative, and strive for continuous improvement
- Motivated in delivering top quality work

Language

  • English : (Speaking: Intermediate - Reading: Intermediate - Writing: Intermediate)

Technical skills

  • Computer Science
  • Ecommerce

Competences

  • Customer Care
  • Analytic Skills
  • Creative
  • Logical Thinking
  • Problem Solving Skills
  • Communication Skills
  • Work under pressure
  • Responsible
  • Willing to learn

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