04/05/2026
ICT service desk employee (APAC)
Responsibilities:
- User support: register and handling issues reported by users, support users in using their devices and applications on location.
- Intake issues: taking care of the intake of issues reported by users, issues that cannot be solved can be escalated and communicated to the 2nd or 3rd line of our international team.
- Asset management: ensuring that assets on location are properly registered, configured and secured.
Tasks:
- 1st Line Support: intake of reported issues related to applications, hardware, devices etc.: assessing requests received and if necessary, assigning them to other solution groups. The assessment includes a completeness check.
- Monitoring the international IT environment and check events from these systems. Escalate directly in case of mayor outages or disruptions.
- Supporting users on location in the use of their devices and applications, such as Office 365, CAD, but also the ERP systems.
- Fixing technical problems within applications or with devices.
- Communicate with users in Vietnam about the status of reports, requests, etc. and informing the organisation about possible malfunctions within the applications or devices.
- Inform the local organisation about important updates or maintenance of hardware or applications.
- Maintain the configuration management database (asset management).
- Issuing of devices and hardware to end users, support them by configuring their devices.
- Installation of operating systems and applications on devices for end users.
Job requirements:
Technical knowledge and skills:
- Knowledge of Windows operating systems (Windows 11).
- Knowledge of Office365 and commonly used applications (Outlook, Word, Excel).
- Knowledge of basic networking.
- Knowledge of basic monitoring (Zabbix)
- Affinity with IT infrastructure Management, ITIL/ITSM, data analyses and problem solving;
- Candidates must be Vietnamese nationals to meet visa and travel eligibility requirements.
Responsibility:
- Being pro-active and supportive to all end users.
- Keeping users updated about ticket status.
Social Skills:
- Accessible ;
- Focus on internal customer and user support;
- Open and transparent;
- Team player;
- Speaking fluently English;
Contact: [email protected]
[email protected]
