Global Service Desk

Job Description

Principles duties:

The DWPS Senior Operations Specialist will be a part of the global service desk technicians' team in the Digital Workplace Services organization. The team is primarily an L1-L2 support team providing incident and request management to a global business.

In this role, your job will split:

• 50% of time will be expected to manage the day-to-day tickets efficiently and effectively, especially tickets escalations.
• Another 50% of your time, you will participate in major changes and technically oversee L1 activities, by ensuring all activities are covered by Standard Operating Procedures (SOPs), including working on procedures improvements.

Responsibility:

• Provide L2 end user support, analyzing and fixing issues where appropriate, acting as escalation engineer.
• Be accountable for technical aspects in Global Service Desk.
• Work together with Engineering Teams and ensure smooth handover to L1.
• Implement process or service changes where required to improve service performance.
• Remote issues troubleshooting.

Job Requirement

Qualification:

• At least 5 years of experience in working as IT Administrator
• Accuracy and attention to detail, with good prioritizing skills
• Experience with M365 solutions (Azure AD, Intune, Office suite) and Windows 10/11 administration
• Ability to work unsupervised using own initiative
• Excellent communication skills, with a customer-oriented approach, languages: good at English communication.

Nice to have

• Microsoft Endpoint Management certification
• ITIL certification

What are you waiting for? Join our international team today!

SPS is a leading technology-driven business transformation company. With our innovative Enterprise Workplace Solutions, we empower organizations to adopt hybrid work concepts to enhance productivity and flexibility. Our Technology Business Solutions bring together cutting-edge technology, deep vertical process expertise, and a diverse global workforce to support clients in their digital transformation journey and efficiently tackle their most complex challenges. Headquartered in Zurich, Switzerland, SPS operates in more than 20 countries and focuses on clients in banking, insurance and health. SPS has more than 8,500 employees and is recognized with a world-class NPS by its global client base. We act with precision, connect people to the right information, and turn data into insights for better outcomes. Discover how our dedicated team at SPS makes an impact that matters by visiting www.spsglobal.com.

1. Great Benefits:

- Competitive and performance-oriented remuneration system

- On-going training and development plan

- Promotion & bonus opportunities

- Private medical care for you and your family,

- Professional and challenging working environment.2. Advance your career:

- We provide you with support to sharpen your skills and knowledge for further steps in your career path

- Opportunities to learn and grow through different types of training: Talent Development program, Succession planning as well as promotions or transfers.

3. Break your limits:

The innovation is a key value of SPS Vietnam. Joining our team, you are encouraged to think out of the box, cross your boundaries and improve yourself in our continuous improvement process during daily business operation.

4. Go Global:

The moment you join SPS Vietnam is the moment you take the chance to extend your horizon. You will work, cooperate and exchange your creative ideas with 7,500 employees of SPS. Our customers, which are 20% of Fortune 100, are located from around the world.

Notes:

“By applying for the job at SPS Vietnam, it is considered that Candidates agree to provide personal data for SPS Vietnam to process in accordance with the Terms and Conditions of personal data processing of candidates which are in line with Decree 13/2023/ND-CP on personal data protection.”