IT Helpdesk Supervisor

Gemalink Terminal: Tan Loc Quarter, Tan Phuoc Ward, Ho Chi Minh City

• In charge of IT daily operation with very high level of systems availability and stability to support 7*24 terminal operations.
• Prompt response to system issues especially for mission critical Terminal Operating System (TOS) and avoid impact to terminal & vessel operations.
• Resolve the service event as quickly as possible, i.e. within the targeted time as documented in the Service Level Agreement set out with user departments and customers.
• Maintain a constant stream of communication with user department and customers about the status in relation to a service event (e.g. escalation, estimated time until solved etc.).
• Evaluate an incident to determine whether it is likely to reoccur or is the symptom of a chronic problem.
• Minimize the adverse impact of incidents and problems on the business that are caused by errors.
• Prevent recurrence of incidents by seeking the root cause of incidents and then initiate actions to improve or correct the situation.
• Ensure that previous information is documented in such a way that it is readily available to first-line and other second or third-line support staffs.
• Provide technical 1st level support across user departments and customers.
• Practice effective support management along with other internal IT teams and vendors.

• Bachelor’s Degree preferred in Computer Science or related discipline.
• Proven working experience in providing Help Desk support.
• Four plus years of experience covering IT infrastructure and/or system.
• Experience working in terminal and transportation industry is an advantage.
• Skills, knowledge & competencies.

Interested Candidates: please download the application form at below link: https://1drv.ms/x/s!Apl11heqMSUBnV_eBO7_Sf4mY8Y0?e=bjKqoc or by email: hr@gemalink.com.vn; luc.tv@gemalink.com.vn