IT Service Desk Specialist

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* Internal Job Title: Associate Tech Service Specialist

We are looking for an IT Service Desk Specialist to focus on supporting our colleagues in LEGO Manufacturing Vietnam factory.

If you are a motivated and curious problem solver with a passion for technology, a confident independent operator and a keen eye on nurturing relationships with colleagues and Factory Operations Team members at all levels delivering the best possible service!

Core Responsibilities:

• Drive end-user satisfaction by receiving, managing, prioritizing, escalating, closing and communicating about tickets from colleagues and vendors 

• Ensure a swift and efficient resolution of issues by proficiently and consistently resolving issues for all supported solutions and quickly assigning/escalating more complex issues to product teams

• Provide high quality self-service channels or resources by e.g., authoring, editing and publishing knowledgebase content

• Improve end user satisfaction through the implementation of agreed remedies and preventative measures, and by identifying and suggesting process improvements

• Support user-centric product development by e.g., providing input and identifying areas of improvement that could increase user experience and reduce reported issues

• Drive and own execution of Digital projects on strategic sites as well as act as Digital participants in local facility projects or similar

• Work towards a culture of self service, automation and waste reduction

• Actively improves, utilizes, trains and promotes new technologies implemented in the organization

• Asset management, including maintenance of computer and mobile inventory, printers and other hardware items

Play your part in our team succeeding!

The Service & Support Specialist acts either as the first point of contact for users requiring technical support or taking action on proactive monitoring. The Specialist immediately resolves issues, if possible, based on available documentation and domain-specific expertise, or alternatively assigns/escalates to relevant product team(s). The Service & Support Specialist contributes to a consistent 24/7 global support service by using common tools and processes. The local presence of the Service & Support Specialist in factories and hubs, enables the Specialist to act as an ambassador for Digital Technology and as extended support for the Digital Product Teams.

Do you have what it takes?

• Prefer candidates with Bachelor’s degree in Information Technology, Computer Science or equivalent

• Candidates with previous experience in manufacturing industry will be a strong advantage

• Good command of English

• A quick learner, a team player, and a problem solver

• Able to work well independently and collaborate with colleagues with a ‘succeed together’ mindset

• Data driven approach to work on initiatives to improve the service and reduce waste

• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution

• ITIL knowledge

• Hardware troubleshooting: Understanding of computer hardware components, peripherals, and troubleshooting techniques to diagnose and resolve hardware-related issues.

• Operating systems: Familiarity with different operating systems such as Windows, macOS including installation, configuration, and basic troubleshooting.

• Software applications: Knowledge of O365 and its components.

• Ability to create simple Low Code/No Code solutions.

• Networking basics: Understanding of fundamental networking concepts like TCP/IP, DNS, DHCP, and Wi-Fi to assist with network connectivity troubleshooting.

• ITSM knowledge: fundamental knowledge of ITIL and Agile.

• Security awareness: Understanding of common security threats, such as malware and phishing, and knowledge of basic security practices to protect systems and data.

• Mobile devices: Familiarity with mobile operating systems (iOS, Android), basic troubleshooting, and configuration of mobile devices (smartphones, tablets).

• Remote support: Ability to provide remote assistance to end users using remote desktop tools or other remote support software.

• Cloud computing: Familiarity with cloud platforms (e.g., AWS, Azure)

What’s in it for you?

Here are some of what to expect:

• Family Care Leave – We offer enhanced paid leave options for those important times.

• Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

• Wellness – We want you to be your best self, so you'll have access to the Headspace App and lots of wellbeing initiatives and programmes run by local teams where you are based.

• Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

• Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

• Your workplace – When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. The hiring team will discuss our hybrid work policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.