The Service Desk Analyst provides first level IT support across retail stores, distribution centres, and corporate environments. This role ensures seamless technology operations in a high-volume, customer-focused retail setting, supporting POS systems, store network connectivity, in-store devices, and end-user applications.

The position plays a key role in maintaining business continuity and delivering exceptional service to internal stakeholders through timely and effective resolution of incidents and service requests.

JOB DESCRIPTION

1. IT Support and Incident Management
   • Provide prompt Level 1 and Level 2 support to corporate office users via phone, email, and ITSM system.
   • Troubleshoot issues relating to laptops, Microsoft 365, Windows 10/11, mobile devices, printers, and network connectivity.
   • Support and manage Microsoft Intune enrolled devices and corporate applications.
   • Escalate high-impact or recurring issues to 2nd Level Support engineers or vendors, ensuring timely resolution.
   • Maintain accurate incident records, updates, and resolutions within agreed SLA targets.
2. Store Technology and Onsite Coordination
   • Support deployment, configuration, and maintenance of corporate IT equipment, including laptops, monitors, docking stations, mobile devices, and peripherals.
   • Coordinate onboarding and offboarding activities, including device provisioning, account setup, and access management.
   • Liaise with vendors, service providers, and internal technology teams to coordinate issue resolution and equipment replacements.
   • Assist with office technology rollouts, hardware refresh activities, and user technology initiatives.
3. Service Management and Communication
   • Deliver professional and customer-focused support to corporate users and stakeholders.
   • Communicate effectively with business users and leadership teams regarding issue progress and resolution timelines.
   • Prioritise incidents and requests based on business impact and operational urgency.
   • Provide proactive updates on major incidents or user-impacting technology issues.
4. Continuous Improvement and Documentation
   • Maintain technical documentation, knowledge articles, and standard operating procedures.
   • Identify recurring issues and recommend process or technology improvements to enhance user experience and reduce operational disruption.
   • Contribute to knowledge-sharing initiatives and continuous improvement activities across the IT support function.
   • 2nd Level Support Team
   • Infrastructure & Network Security Team

REQUIREMENTS

Essential:

• 1–3 years’ experience in a Service Desk or IT Support role within a retail, corporate, logistics, or multi-site business.
• Experience supporting Microsoft 365, POS systems, Windows 10/11, Apple Devices and hardware troubleshooting.
• Understanding of network fundamentals (Wi-Fi, VPN, store routers).
• Familiarity with ITIL incident, request, and change management processes.
• Excellent communication skills and the ability to engage confidently with retail store teams and non-technical users.

Desirable:

• Experience or exposure to AP21 application
• Experience with Intune, Autopilot, or endpoint management platforms.
• Exposure to ticketing tools such as Jira Service Management, ServiceNow or ConnectWise.
• Relevant certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals, ITIL 4 Foundation).
• Retail Experience will be beneficial.

PERFORMANCE INDICATORS

• Tickets resolved within agreed SLAs.
• High customer satisfaction and positive feedback from store teams.
• Reduction in repeat incidents through improved documentation.
• Contribution to new store technology readiness and system stability

INTERVIEW PROCESS: 2–3 online rounds

JOB LOCATION: Fulltime office/hybrid/remote working

• Office location: IPC Tower, 1489 Nguyen Van Linh, Tan Hung Ward, HCMC (opposite SC Vivo City, District 7)

WHAT WE OFFER

• Competitive salary with 13th-month bonus
• 100% salary during probation
• Fully paid for Social Insurance & PVI Health Insurance, yearly health check
• Tech gear provided
• 12-15 days of annual leave
• Onsite training opportunities in Australia