IT Outsourcing / Help Desk – System / Server Admn Role – Network – IT Security

1 – IT Helpdesk Operator & Admin Roles

1. Response to incident and request from end-users via Phone call, email, SNOW ticket.
2. Troubleshoot, investigate, provide solution and information to end-user
3. Collet Sufficient and accurate information before escalate to other team/person.
4. Manage and follow-up ticket assigned to VN IT Team to ensure SLA
5. Manage IT knowledge base (Add, update, delete)
6. Follow INDG working procedure/process to response to Incident/Request/Change
7. Manage Sending of IT Announcement
8. Coordinate with related person to update IT Inventory
9. Activate Additional Software license and alert to end-users
10. Raise PR/PO for each IT purchasing
11. Follow up status of PR/PO to ensure hw/sw can be delivered and meet SLA
12. Manage all IT contract to ensure it properly kept and secure
13. Coordinate with vendor, and SCCCVN procurement to support contract negotiation