IT Service Desk (HSK/Mandarin/Chinese)

Hồ Chí Minh City, Vietnam

(View all jobs)

Our company
We’re Hitachi Digital Services, a global digital solutions and transformation business. Our expertise, innovation and technology unlocks potential – we take theme park fans on magical rides, conserve natural resources, protect rainforests, and save lives. We automate, modernize, optimize, and accelerate. Our people are trusted transformers, with deep engineering expertise, focused on a sustainable future for all.

Imagine the sheer breadth of talent it takes to inspire the future. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally important to us.

Meet our Team
Hitachi Digital Services Vietnam is part of a 300 strong global delivery network, supporting Hitachi Digital Services around the globe. Our employees collaborate with teams in India, Portugal, and the US, servicing customers worldwide and working on a huge variety of projects. From cloud migration to digital modernization and advanced analytics, offering operational excellence, agile delivery, and plenty of energy to work on huge transformation projects for our customers.

The role
We are looking for a dedicated and proactive IT Support Technician to join as IT Service Desk Analyst. This role requires rotational 16 * 5 support operations with Work from Office and candidate will be the first point of contact for end-users issues. candidate will be responsible for diagnosing, troubleshooting, and resolving IT-related problems, providing timely and effective solutions to ensure minimal disruption to business operations.

• Serve as the initial point of contact for technical support requests via phone, email, and support tickets.
• Collaborate with team peers to provide best-in-class customer service for aligned task.
• Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.
• Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
• Should have a basic understanding of Major Incident Management (MIM).
• Experience with tools like  ServiceNow, Genesys, BeyondTrust (Bomgar)
• Diagnoses and resolves advanced IT related issues-Softwares, O365 and Windows operating systems.
• Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.
• Setup / Diagnoses and resolve MTR / AV related issue.
• Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
• Monitor service desk queues and prioritize requests based on urgency and impact.
• Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.
• Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates.
• Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems.
• Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards.
• Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.
• Candidate should be an effective team player with a keen eye on Continuous Improvements.
• Makes recommendations for updates to the KB database.

Certification:

• An ITIL certification is desirable.
• Mandatory - Mandarin Language Certification : HSK Level 8 (score of 270+) and BCTL Advanced Level

What you’ll bring

•  2-7 Yrs of experience in Service Desk/Technical Support - L1.
• Provide support through Calls, Emails and self service tickets and should be willing to work in 24*7 rotational shift environment.
• Experience with advanced Active Directory, O365, software installation, Printers and other standard applications.
• Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Good knowledge of ticketing systems (e.g., ServiceNow).
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.
• Strong customer service orientation with a focus on user satisfaction.
• Ability to manage time effectively and prioritize tasks based on urgency.

About us
We’re a global, team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.

Championing diversity, equity, and inclusion
Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.

How we look after you
We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.

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