Service desk (40%):
• First point of contact and day-to-day technical support to end users, including access service.
• Responds to Level 2 support (Global Center IT) and works with Level 3 support vendors (e.g. Microsoft, IBM…).
• Ensure reports on IT processes and activities are done.
• Identify and recommend solutions for trouble issues which affect multiple clients, including working with IT vendors.
• Creates temporary solutions until permanent solutions can be implemented.
• Diagnoses and resolves client workstation and mobile device hardware and software issues.
Technical support (30%)
• Ensure that all technical resources are available for meetings that include video conferencing.
• Monitor and communicate system status.
• Diagnose and resolve client workstation and mobile device hardware and software issues.
• Create temporary solutions until permanent solutions can be implemented.
• Participate in deployment of new or upgrade information technology and infrastructure projects
• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
Security (30%)
• Adhere to the integrity of controls, regulations and guidelines.
• Review operation processes to ensure consistent approval and compliance.
• Make recommendations and changes as appropriate.
• Network Security management – firmware upgrade/patch management
• Perform backup and recovery
Project planning
Inventory management
Service level management
Training
Documentation
Communication / consulting
Coaching / Mentoring
[Vietnamese]
