Why you'll love working here

Established in Vietnam in 1998 we guarantee:

  • Professional European-based company
  • Attractive salary
  • Performance bonus of up to 4 months‘ salary
  • Opportunities for travel to Europe
  • Hybrid home/ office working model
  • Flexible working time
  • Structured training & development roadmap
  • Good work-life balance
  • Premium healthcare insurance
  • Annual company trips and team-building events

IT Service Desk Dispatcher

In this role

The IT Service Desk Dispatcher plays a pivotal role in optimizing the use of internal and field resources by efficiently dispatching daily service requests. This involves closely monitoring and managing incoming client requests through a ticketing system. Additionally, the dispatcher serves as the initial point of contact for basic analyst issues, providing first-level support, and then directing more complex matters to the suitable resource for resolution.

  • Serve as the primary point of contact for clients, handling a diverse range of service requests.
  • Preliminarily process incoming service requests, whether received through the ticketing system or direct input.
  • Efficiently dispatch and route tickets to the appropriate internal or field resource for prompt resolution.
  • Troubleshoot system and network problems, diagnosing and solving hardware or software faults
  • Monitor Service Level Agreements (SLAs) to ensure timely ticket resolution, adhering to established metrics.
  • Maintain proactive communication with clients, providing updates on incident progress and notifying them of planned changes or agreed-upon outages, ensuring transparency and client satisfaction.
  • Collaborate with the service desk team to identify recurring issues and contribute to the development of solutions.
  • Prioritize and escalate high-priority issues to ensure swift resolution and client satisfaction.
  • Continuously update and maintain accurate records of service requests, resolutions, and other pertinent information.
  • Participate in regular training sessions to stay abreast of technological advancements and enhance skill sets.
  • Foster a positive and collaborative working environment by effectively communicating with team members and other departments.
  • Implement and follow established processes and procedures to streamline service desk operations and enhance overall efficiency.

About your profile

  • You hold an IT certificate or other equivalent diploma and have at least 2 years of experience.
  • Knowledge of Desktop operating systems: Linux, Windows Desktop, and Mac OS; User & Group Active Directory; Networking; Cloud Azure; VMware
  • Good problem-solving, analytical and evaluative skills;
  • Self-study and self-learning on new technology and willing to improve on technical skills;
  • Having experience with databases (i.e. SQL, Oracle) would be a plus.
  • Good reading skills in English are essential for the job.

Your strengths include:

  • A service-oriented mind.
  • Strong team spirit.
  • An ability to adapt to different demands.
  • An autonomy in work
  • A high working discipline.

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