NE Contractor (12 Months) -IT Helpdesk - GPDAP-ITAPD-TSG-HCM

Key Responsibilities

End User Support (Primary Responsibility)

• Provide onsite IT support for HCM Branch users.
• Serve as the first point of contact for IT-related inquiries and incidents.
• Support users on Windows operating systems, Microsoft Office applications, collaboration tools, printing services, and standard banking applications.
• Assist expatriate staff and local users with routine IT requests in both Vietnamese and English.
• Support meeting room equipment, video conferencing facilities, and office IT devices.

Incident Coordination and Service Desk Support

• Log, track, and follow up service requests and incidents.
• Perform first-level troubleshooting and issue isolation.
• Coordinate with offshore support teams (EUS Ops, DCS Ops, RNOC) and vendors for issue resolution.
• Escalate incidents appropriately and follow through until closure.
• Communicate incident status and resolution progress to users.

Local IT Operations Support

• Support user onboarding, offboarding, and workstation preparation.
• Assist with user account administration based on approved procedures.
• Support IT asset inventory, tracking, and equipment management.
• Perform routine operational checks and coordinate hardware replacement activities.
• Provide onsite assistance for branch IT activities and operational maintenance tasks.

Project and Implementation Support

• Provide local support for technology rollouts and infrastructure projects.
• Coordinate with regional teams and vendors during implementation activities.
• Assist with user communication, testing coordination, and deployment support.
• Support office relocation, workstation moves, and branch improvement projects.

Vendor Coordination

• Coordinate onsite activities with local vendors.
• Escort vendors and support scheduled maintenance activities when required.
• Verify completion of onsite work and report outcomes to the responsible IT teams.

Documentation and Compliance

• Maintain support records and operational documentation.
• Follow SMBC security policies, IT standards, and operational procedures.
• Support compliance, audit, and asset verification activities when required.

Preferred Qualifications

Experience

• 1-3 years of experience in IT Helpdesk, Desktop Support, or End User Support.
• Experience supporting corporate office users.
• Banking or financial institution experience is an advantage.

Technical Skills

Required

• Windows 10/11 administration and troubleshooting
• Microsoft Office / Microsoft 365
• Active Directory fundamentals
• PC, laptop, printer and peripheral troubleshooting
• Basic LAN and Wi-Fi troubleshooting
• IT asset management
• Ticket handling and customer support

Preferred (Nice to Have)

• Basic Windows Server knowledge
• Basic SQL Server knowledge
• Basic Oracle Database knowledge
• Basic PowerShell scripting
• Basic understanding of network infrastructure

Language

• Vietnamese: Fluent
• English: Able to communicate effectively with expatriate users and regional support teams