IT Service Desk Analyst – L1 (OP 24/7)

Position: IT Service Desk Analyst – L1 (OP 24/7) | Flooid Project

Company: Glory Software Vietnam (GSV)

ABOUT THE ROLE

Glory Software Vietnam (GSV), a member of the GLORY Group, is establishing a 24/7 English-speaking L1 Service Desk to support Flooid – GLORY’s cloud-native unified commerce platform that powers point-of-sale (POS), self-checkout and retail systems for major international retailers.

As an L1 Service Desk Analyst, you will be the first point of contact for store users and customers. You will receive incidents by phone, email and portal, perform initial diagnosis, log and manage tickets, and escalate to Flooid L2/L3 teams when required. Because POS issues directly affect store sales, fast, accurate and customer-focused response is at the heart of this role.

• Project highlights and key initiatives: Join Flooid’s collaborative, supportive 24/7 Service Desk, where you’ll keep customers’ operations running smoothly while shaping the future of support through automation, knowledge sharing and proactive problem-solving.

• Team structure and working environment: Join Flooid’s collaborative Operations department, delivering 24/7 L1 and L2 support in an environment where teamwork thrives. You’re never on your own - supportive colleagues and approachable managers are there to share knowledge, offer guidance, and help you succeed.

• Career growth opportunities: Start on Flooid’s L1 Service Desk and build a career beyond L2, with opportunities across Level 3 Support, Cloud Operations, Service Operations Engineering and other departments throughout Flooid.

• Technologies, tools, or platforms used by the team: JIRA (JIRA Service Management), RingCentral, Confluence, In-house support tools

KEY RESPONSIBILITIES

Incident Handling & Customer Support

• Answer inbound calls, emails and portal requests from stores and customers in English, professionally and promptly.

• Identify, clarify and record the issue; perform first-line troubleshooting using scripts, FAQs and knowledge articles.

• Create and update tickets in the ticketing system (e.g. Jira Service Management) with accurate category, priority and full history.

• Keep customers informed of progress and confirm resolution before closing tickets.

Escalation & Coordination

• Determine when an incident must be escalated and invoke escalation processes to Flooid L2/L3 in line with agreed SLAs.

• Provide clear, complete handover information so that L2/L3 teams can act without re-contacting the customer.

• Track escalated tickets and follow up until closure.

Service Quality & Continuous Improvement

• Meet service KPIs such as answer rate, abandonment rate, waiting time, ticket quality and escalation accuracy.

• Contribute to FAQs, call scripts, manuals and knowledge base updates based on recurring issues.

• Participate in call recording reviews and quality checks; apply feedback to improve service.

• Ensure smooth shift handovers and comply with information security and data protection policies.

REQUIREMENTS – SKILLS & EXPERIENCE

• Education: A good level of general education, including a minimum Level 3 (or equivalent) qualification in an IT-relevant discipline (e.g. college diploma or higher).

• Experience: Previous experience in Call IT Support or IT Service Desk is required.

• Communication: Excellent oral and written communication skills in English, with the ability to communicate effectively at all levels.

• Relationship Building: Excellent social skills, able to establish and maintain good, productive relationships with colleagues and customers.

• Self-management: Able to manage own workload with good planning and organisation skills; understands the difference between “urgent” and “important”, prioritises accordingly and uses own initiative.

• Problem Solving: Logical problem-solving skills with a methodical and analytical approach to incident and problem resolution.

• Escalation Judgement: Able to determine when it is appropriate to invoke escalation processes.

• Availability: Willing to work rotating shifts in a 24/7 environment, including nights, weekends and public holidays.

NICE TO HAVE

• Experience working in an IT-related environment, preferably on a technical Service Desk.

• ITIL v3 Foundation certificate (or ITIL 4), or practical experience of ITIL methodology.

BENEFITS AND PERKS

Competitive Total Rewards

• Attractive salary package with up to 15 months' salary annually aligned with your skills and impact

• Performance review twice a year

• Annual salary review

• Premium social, health, and unemployment insurance package based on employee level

Learning & Career Growth

• Company-sponsored technical, professional, and leadership development programs

• Support for certifications, training courses, and continuous learning

• Free English and Japanese classes to enhance your global communication skills

• Udemy provided - thousands of online course to leverage your skills

Global Exposure

• Opportunities to collaborate with international teams and stakeholders

• Overseas business trips and assignments for selected positions

• Work on products and solutions serving global customers

Health & Well-being

• Annual health check-up fully sponsored by the company

• Bao Viet insurance programs

Culture & Team Connection

• Regular team-building activities, company trips, and social events

• Collaborative, open, and respectful workplace culture

• Recognition programs that celebrate achievements and contributions

Technology & Innovation

• Access to modern technologies, cloud platforms, and innovative product development

• Opportunity to solve large-scale business challenges with real customer impact

• Work alongside experienced engineers and technology experts

WORK LOCATION: Tan Cuong Building, 47 Nui Thanh St., Da Nang

WORKING HOUR

This position requires rotating 8-hour shifts to maintain 24/7 service coverage. The work schedule is arranged by the Team Leader and follows a three-shift system:

Shift 1: 06:00 – 14:00

Shift 2: 14:00 – 22:00

Shift 3: 22:00 – 06:00 (Night Shift)

INTERVIEW PROCESS: 02 rounds with the UK team.