IT Helpdesk/Support

NaviWorld Vietnam is looking for a motivated L1 Service Desk to join our growing support team. In this role, you will be the first point of contact for customers, handling incidents and service requests, supporting daily system operations, and ensuring issues are resolved in a timely manner according to SLA commitments. This position is ideal for candidates who want to build a long-term career in ERP support and enterprise systems, especially within the Microsoft Dynamics ecosystem. Key ResponsibilitiesAct as the first point of contact for incidents and service requests via the Support Management System, email, or phone.Log, categorize, prioritize, and manage tickets throughout their lifecycle.Analyze user issues, collect relevant information, and resolve requests whenever possible at the first interaction.Follow up on tickets and ensure timely resolution in accordance with SLAs.Escalate complex issues to L2 consultants or relevant teams when necessary.Maintain ownership of tickets until issues are fully resolved and confirmed with users.Communicate with customers regarding system usage, product functionality, and issue status updates.Support incident management activities, including handling major incidents when required.Identify recurring issues or outdated procedures and escalate appropriately.Contribute to continuous service improvement, including process optimization and documentation updates.