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IT Support Automation Analyst Service Desk Support
ST Engineering · Hồ Chí Minh
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CNTT - Phần mềm
Mức lương
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Địa điểm
Quận 1, Hồ Chí Minh, Hồ Chí Minh
Tổng quan
- The IT Service Desk is the central point of contact for all IT-related incidents and service requests. The Service Desk Engineer will provide first-line technical support to end users across the organization while leveraging AI tools, automation platforms, and intelligent workflows to improve efficiency, reduce manual effort, and enhance user experience.
- This role requires a proactive mindset to identify repetitive tasks, implement automation, and adopt AI-driven solutions to optimize service delivery.
- Service Desk Support
- Provide first-level technical support via phone, email, chat, and self-service portals
- Diagnose and resolve hardware, software, and network-related issues
- Support Windows environment, M365 applications, MS Teams, and cloud services
- Troubleshoot desktop, laptop, and remote access issues
- Ensure users can access company systems and applications seamlessly
- Escalate complex issues to relevant support teams when necessary
- AI & Automation Enablement (New Focus Area)
- Identify repetitive service desk tasks and automate using scripting or AI tools
- Leverage AI-powered assistants, chatbots, or copilots to handle common user queries
- Create and maintain automated workflows (e.g., ticket routing, password resets, onboarding tasks)
- Utilize tools such as Power Automate, scripting (PowerShell/Python), or ITSM automation features
- Analyse ticket trends and use AI insights to predict, prevent, and reduce incidents
- Continuously improve knowledge base articles and integrate with AI-driven self-service portals
- Collaborate with IT teams to implement intelligent service management solutions
- Incident & Service Management
- Take ownership of tickets and ensure timely resolution within SLA
- Perform root cause analysis and implement permanent fixes where possible
- Maintain accurate documentation of issues, solutions, and automation workflows
- Ensure high levels of customer satisfaction and service quality
- Your Skills and Experience
- Required Skills & Experience:
- Strong knowledge of Windows OS, desktop support, and troubleshooting
- Experience with M365, Teams, and cloud-based environments
- Familiarity with ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management, etc.)
- Basic understanding of networking concepts and remote support tools
- Experience in chat/email support and end-user communication
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Preferred / Added Advantage Skills:
- Hands-on experience with automation tools (Power Automate, scripting, APIs)
- Basic knowledge of AI tools, copilots, or chatbot platforms
- Experience with PowerShell, Python, or low-code/no-code automation platforms
- Exposure to ITIL practices and service management processes
- Understanding of cloud platforms (Azure, AWS, etc.)
- Experience building self-service portals or knowledge automation systems
- Soft Skills:
- Self-motivated, proactive, and eager to learn new technologies
Quyền lợi
Chế độ thưởngDu lịchLaptop / Thiết bị
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