[HCM - Phú Nhuận] - IT HELPDESK / IT SUPPORT

The IT Helpdesk job is responsible for support and assistance to the bank-wide. They interact with staff by phone or in-person to resolve their computer problems related to software and hardware issues to help them get back up running smoothly again. IT Helpdesk will provide the End User Serice support that enable prodiving the Information Technology supporting to end-user by across the bank. This role will carry out some or all of the following activities that related to End User Support services, including Information Technology that are using at the bank ( Laptop, Desktop, PC, VDI, ATM, Printer )

• Serve as the first contact with customers who need technical assistance via the phone or email
• Perform troubleshooting using different diagnostic techniques
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Provide quick resolution and excellent customer service
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
• Keep record of problems and their resolution
• Follow-up with staff
• Provide feedback on processes and make recommendations on areas to improve
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting