Junior ServiceDesk Analyst / Customer Support – Da Nang

DataHouse Asia, a member of the ʻike Group, is a prominent software development company with three branches located in Da Nang, Ho Chi Minh, and Binh Duong, Vietnam. As part of the ʻike Group, a growing collective of innovators, technologists, and entrepreneurs, we are closely affiliated with DataHouse Consulting, our sister company founded in 1975 in Hawaii, US.

As one of the most prestigious software development companies in Vietnam, we provide end-to-end services for great enterprises, governments, and start-ups. With over 10 years of experience in the software engineering industry, we have successfully collaborated and delivered our high-quality software projects to partners in 19 countries worldwide.

The ServiceDesk Analyst position provides support to system users within an organization as well as external customers. Evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Assists users in implementing solutions. Performs ongoing activities to maintain and enhance overall system performance. Provides Tier 1 Support to resolve a high percentage of incoming service requests upon the first contact including troubleshooting of common related issues related to systems/applications.

• Provides Tier 1 support for off the shelf, business applications, and proprietary developed applications used by customer(s)
• Analyze, investigate and resolve high level support issues from customers via incoming telephone calls, emails and support cases logged over the web and applies the escalation process when necessary.
• Coordinate with internal and external team to resolve any arising issues.
• Incident management (create, update, respond, and resolve the ticket in ticketing system)
• Problem management (receive, test, reproduce, classify, and report any problem ticket to the Development if any)
• Request management (maintain, control, execute, changes, service requests, and respond back to customers)
• Provide initial analysis/troubleshooting for critical incidents and report the RCA
• Conduct independent case research using available tools, databases, knowledge bases, etc.,
• Contribute to the technical content in online knowledge base.
• Other duties as needed.

Education:

• Bachelor’s degree is a plus or equivalent work experience.
• ITIL Foundation Certification is a plus
• Fundamental of Computing and Network is a plus

Experience & Skills:

• Experience in customer support
• Excellent written and verbal communication skills.
• Ability to provide guidance to non-technical resources.
• Ability to work well in a strong collaborative team-oriented environment.
• Passion for providing great customer experience.
• Ability to communicate effectively.
• Quick learner who takes initiative.
• Ability to work flexible schedules.

Essential:

• Good in English communication, communicate via phone, chat/messaging, and email.
• The ideal candidate will be a self-starter, with excellent interpersonal, communication, documentation, problem solving and troubleshooting skills.
• Knowledgeable of Customer Service / Helpdesk
• Exposure to using incident ticketing/tracking systems.

Desirable:

• Experience with remote support software (RDP, chrome desktop, team viewer, etc.)
• Having knowledge about Cloud Computing is a plus.
• Exposure to ITIL framework.
• Working proficiency in desktop and mobile operating systems
• Experience in using/troubleshooting web-based applications.

1. Competitive Compensation:

• Competitive salary, bonuses, with monthly allowances.
• Annual performance appraisal and salary review.
• 13th salary and extra bonuses based on performance and profitability.
• Monthly entertainment and team-building allowances.
• Provided working tools: laptop and widescreen.

2. Continuous Learning and Development:

• Work with a global team and international clients.
• On-site programs to explore different cultures.
• Seniority rewards and learning budget.
• Extensive training sessions and certificate rewards.

3. Fun Vibes at Work:

• Weekly cafeteria expenses and snacks at the office
• Celebrations for public holidays and special occasions: Tet, Women’s days, Men’s Day, Children’s Day & Mid-Autumn Day, Programmer’s Day, Teacher/Trainer’s Day, and Christmas Day…
• Clubs and sports activities: football, table-tennis, badminton, foosball …

4. Health and Well-being:

• Statutory insurances and annual health-check.
• National coverage healthcare card and flu shots.
• 12 annual leaves + 4 family days-off with extra days-off corresponding to employment milestone
• Supportive gestures for your important milestones.
• A company trip every summer, an annual year-end party, team-building activities, and so much more fun are waiting for you!

Join our exceptional team and enjoy these attractive benefits. Explore our open positions and take your career to new heights with us!