193 Helpdesk Analyst jobs in Vietnam

Contract:     Fixed-Term
Company Overview

As a leading global technology solutions provider to the investment management industry, Confluence helps clients solve complex investment data challenges across the front, middle and back office. From innovative portfolio analytics to regulatory and financial reporting solutions, Confluence invests in the latest technology and data and in its team of industry experts to meet the evolving needs of asset managers and service providers. Headquartered in Pittsburgh, PA, Confluence services over 400 clients in 40 countries, with locations across Europe, North America, South Africa, Australia and Asia.

Role Description 

Seeking highly motivated individuals who can self-manage but also excel working within global professional service teams. Individuals need to be able to use critical problem-solving skills to define, execute, and drive solutions to completion. Individuals need to be able to adapt in a fast-paced environment whilst completing project deliverables across multiple client projects, on time and within budget. In addition, individuals that have a familiarity with computer science or fintech market knowledge are preferred. 

Primary Responsibilities

• Complete assigned tasks/projects and tickets (as applicable) on time and to the defined quality standards.  
li>Learn and use the Confluence solutions, tools, and processes to meet the requirements of internal and external clients.   < i>Collaborate with team members to ensure deliverables are met.   < i>Participate in simple solution design, configuration, testing and documentation activities, as applicable.   < i>Flexible work hours to support 24/7 client coverage. (Some positions may require a different working pattern).   < i>Always communicate with stakeholders/partners in a competent and professional manner.   < i>Ensure smooth and efficient post-implementation for all clients/products, with specific focus on Financial Reporting
• Communicate client satisfaction and plans to resolve any major outstanding issues to management
• Resolve client issues with Confluence software solutions
• Ensure that all client opportunities and issues are addressed in a timely manner
• Manage deployment of custom work and/or deliverables
• Demonstrate Subject Matter Expertise in one or more Confluence software solutions
• Other duties as assigned

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues related to software, hardware, or services.
• Provide clear and concise instructions to customers to resolve their technical problems.
• Escalate complex issues to higher-level support or relevant departments when necessary.
• Maintain accurate records of customer interactions, issues, and resolutions in the ticketing system.
• Develop and update technical documentation, FAQs, and knowledge base articles.
• Identify recurring issues and provide feedback to product development teams for improvements.
• Assist customers with account setup, configuration, and basic usage questions.
• Ensure customer satisfaction by delivering prompt and effective technical support.
• Adhere to service level agreements (SLAs) and departmental performance standards.
• Stay updated on product knowledge and company policies.
• Troubleshoot connectivity issues, software errors, and hardware malfunctions.
• Guide customers through installation and setup processes.
• Provide assistance during product updates and maintenance periods.
• Contribute to a positive team environment and share best practices.

• High school diploma or equivalent; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• Minimum of 2 years of experience in technical support or customer service.
• Proficiency in troubleshooting common software and hardware issues.
• Familiarity with operating systems (Windows, macOS, Linux) and common applications.
• Excellent verbal and written communication skills.
• Strong listening and interpersonal skills.
• Ability to explain technical concepts in a simple and understandable way.
• Patience and empathy when dealing with customers facing technical difficulties.
• Proficiency with helpdesk software and ticketing systems.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP) is a plus.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A genuine passion for helping people and resolving technical challenges.

• Provide first-level technical support to end-users for hardware, software, and network issues.
• Diagnose and resolve technical problems efficiently and effectively.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Guide users through troubleshooting steps via phone, email, or in-person.
• Document all support activities, resolutions, and user feedback in a ticketing system.
• Escalate unresolved issues to senior IT staff or relevant departments.
• Assist in managing IT inventory and asset tracking.
• Contribute to the creation and maintenance of IT support documentation and FAQs.
• Adhere to IT policies and procedures for system security and data protection.

• Proven experience in a technical support or IT helpdesk role.
• Solid understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Excellent troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Ability to explain technical issues to non-technical users.
• Experience with ticketing systems is a plus.
• Relevant IT certifications (e.g., CompTIA A+) are advantageous.
• High school diploma or equivalent required; Associate's or Bachelor's degree in IT or a related field is preferred.