​Position Overview

The Office IT Solution Advisor provides IT and Telecom support to Company colleagues in their local office. She/he builds and maintains excellent relationship with internal customers and acts as a trusted advisor and the go-to person for IT-related topics and support requests. In order to provide 1st-class customer service resulting in high customer satisfaction, the individual liaises with global IT support teams to troubleshoot and resolve technical issues as well as collaborate closely with T&D colleagues to ensure optimum utilization of office technology, timely introduction of Firm standard IT products, and cost-effective IT solutions.

Performance Objectives

The following are the performance objectives for this position. In assessing competency and fit, all candidates will be benchmarked against these standards.

1. Ensure the success of the end to end customer journey of all office users in IT related queries and issues. Provide the best customer service by actively and attentively responding with genuine curiosity, coming up with effective solutions and displaying full ownership when problem solving with other teams. Effectively deliver a customer first attitude and mindset in all scenarios even when details might be vague or unclear.

2. Establish him/herself as a trusted partner with all office end users and global IT colleagues during support cases. Engage in professional communication bridging the office and central IT Support teams, identifying what are the needs of the users and any office issue trends. Collaborate with the Office IT team to develop and deliver the best possible IT outcomes for the office. Effectively embody an ownership attitude being an account manager for cases and providing follow up even when other teams are involved.

3. Maintain the key success metrics associated with IT service delivery in the office. These include:

 Response time

 Service Quality Measures

 Health and Uptime of Office infrastructure (e.g. Servers, Network, Printers, Digital Signage, AV, VC)

 On time planned maintenance or migration delivery

 Customer Satisfaction rating through transactional surveys

The Office IT Solution Advisor will work to ensure that networking, server rooms, office moves, laptops, phones, audio and video are in working order and upgraded with minimum interruption to users. Facilitate repairs and maintenance of infrastructure and other equipment with local vendors.

Create and update trouble tickets in a timely manner and linking them to global problems. Assist in creating pertinent knowledge objects to speed user repair for future cases and track all asset management activities reporting back to Team Leaders and Managers any global trends or opportunities to improve the overall delivery.

4. Assess daily issues that arise and assign priority based on information gathered. As issues are reported by users, identify all details of the problem including severity and impact. Prioritize resolutions based on this information to minimize the disruption to the user and the firm. At the

same time, an Office IT Solution Advisor is constantly identifying issue patterns and find solutions that fix the root of the issues.

5. Deliver new IT solutions to users in local offices. Build opportunities for local users to become aware of new firm approved IT products, assisting with the adoption and deployment within the office. Constantly understanding the needs of users within the office, anticipating how new tools could aid in the day to day work for support colleagues and consultants and engage with them to set-up these tools. Report back to Team Leads and Managers any feedback or patterns that might be immerging from training provided.

6. Engage in special IT projects. Participate in projects to improve the daily functioning of IT within offices, upgrade current infrastructure, special on-site meetings and events, and office moves. Make projects impactful by sharing knowledge of users’ needs and communicate this to the larger project group.

7. Be a role model of Collaborative Culture for the office. Actively participate in knowledge sharing of current and new products and services with IT team members collaborating to come with innovative solutions and standardized approaches to assist with consistent customer service.

8. Actively engage in self-learning and self-improvement. Actively seek knowledge of the services and technology within the Firm and the market on his/her own. Use new IT knowledge effectively and efficiently in day to day operations. Examine situations that occur with the intent to improve performance. Open to suggestions for improvement. (Self-motivation, curiosity, communication.)

Basic Qualifications

 Academic degree, preferably in a technical subject or equivalent education

 Min. 2 years relevant technical experience, ideally in a professional services environment

 English on C1 level and other local language proficiency would be a plus

 Very strong verbal and written communication

 Ability to explain complex situations in layman’s terms

 Knowledge of standard IT applications across Windows, macOS and iOS

 Outstanding organizational, interpersonal and collaboration skills; strong problem solving skills; strong service orientation

 The ability to build a customer and ownership focused support culture

 Ability to handle stressful situations

Candidate interested in this position please send your CV to email anh.nguyenvan@manpower.com.vn with title IT_Fullname / Zalo 0935059669