1. Customer Support: - Receive and process customer support requests via phone, email, chat, and other channels - Diagnose and resolve technical issues related to computers, networks, software, and other IT systems - Provide guidance and support on the use of company products and services - Enhance customer satisfaction by providing professional and attentive support 2. System Administration: - Administer and maintain computer systems, networks, and software - Create hardware, software, and system documentation - Monitor and supervise system performance, identify and resolve issues promptly - Update and install software patches and new software as needed 3. Process Automation: - Analyze and automate service processes to improve efficiency - Utilize automation tools to reduce request processing time and increase productivity - Develop and implement automation solutions that align with company needs 4. Reporting: - Collect and analyze data related to Service Desk operations - Prepare regular performance reports, including: number of requests, handling time, customer satisfaction levels, etc - Propose process and service improvement solutions based on collected data - Working hours: 8:00 AM to 5:00 PM (Monday through Saturday), with Sundays off.1. Knowledge: - 3+ years of experience working in IT, with a focus on Service Desk - Understanding and application of ITIL, ITSM (especially implementation) - Knowledge of computer system, network, and software administration - Understanding of network system design - Ability to present and communicate performance reports effectively 2. Skills: - Excellent communication and customer service skills - Problem-solving skills and strong analytical thinking - Proficiency in using Service Desk support tools (e.g., ITIL4, Jira, Zendesk, etc.) - Fluency in using computers and office software applications - Basic English communication skills 3. Qualities: - Highly responsible, meticulous, and detail-oriented - Ability to work independently and as part of a team - Customer-centric approach, always striving to deliver the best customer experience - Fast learner and adaptable to new work environments- A dynamic, open, and inclusive work environment that promotes a culture of learning. - Trust and empowerment for you to engage with and address real-world challenges from the market. - A fast-track career development path with competitive compensation. - Year-end bonuses based on business performance. - Special policies from YODY (Tet gifts, internal purchase discounts, etc.). - Full participation in social insurance, health insurance, and unemployment insurance. - Provided accommodation in Hai Duong City, with daily transportation between Hanoi and Hai Duong.