Chi tiết tuyển dụng

Tuyển dụng Service Desk Analyst

Địa điểm tuyển dụng: Hà Nội
Mức lương: Thỏa thuận
Email:
SĐT:
Tin xác thực Lượt xem: 107

Thông tin tuyển dụng nhanh

Kinh nghiệm: Chưa có kinh nghiệm

Yêu cầu bằng cấp: Không yêu cầu

Số lượng cần tuyển: 0

Ngành nghề:

Hình thức làm việc: Toàn thời gian cố định

Chức vụ: Trưởng Nhóm

Yêu cầu giới tính: Không yêu cầu


Mô tả công việc

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

Quyền lợi được hưởng

- Attractive salary package
- Premium healthcare package
- Everyday training opportunities

Yêu cầu công việc

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

Yêu cầu hồ sơ

- Sơ yêu lý lịch

- Đơn xin việc

- Các giấy tờ liên quan

Thông tin liên hệ

Người liên hệ:

Địa chỉ: Hanoi Head office: CLand Tower, 156 Xa Dan II, 14th Floor, Dong Da District, Hanoi, Vietnam; Ho Chi Minh City Office: Unit 2.3, 2nd floor, Etown 1, 364 Cong Hoa street, Tan Binh District, HCMC, Vietnam

Hạn nộp hồ sơ: 10/02/2019


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