Senior IT Service Specialist
Keyloop
IT
Vietnam
Posted on May 28, 2025
Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.
We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.
We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?
The Senior IT Service Analyst is responsible for delivering comprehensive IT support to Keyloop employees, collaborating closely with the Infrastructure and Engineering teams.
This role involves end-to-end management of IT operations for a Keyloop office, with a strong focus on delivering outstanding customer service through effective support of hardware, network infrastructure, and business applications. The role also includes participation in projects with moderate impact on the organization.
The Senior IT Service Analyst operates under the guidance of the Global Service Desk Manager, the Senior IT Service Manager, and other relevant stakeholders to fulfill their responsibilities effectively.
Duties and Responsibilities:
- Provide IT support through multiple channels including email, chat, and video calls to Keyloop employees along with on-site
- Manage IT operations across the entire office, ensuring a seamless and productive experience for all employees.
- Support the onboarding and offboarding process, ensuring timely setup and deactivation of IT assets and user access.
- Ensure IT support tasks are completed in accordance with defined Service Level Agreements (SLAs).
- Maintain and manage inventory of IT equipment; coordinate procurement and purchases as needed.
- Manage Audio-Visual (AV) equipment, providing support during meetings and events, and working with stakeholders to ensure availability and performance.
- Oversee and support network infrastructure, in collaboration with relevant teams and stakeholders.
- Define, create, and maintain standards, documentation, and procedures related to IT services and support.
- Contribute to larger IT projects as a subject matter expert (SME), taking active ownership of specific workstreams.
- Create and maintain knowledge base articles to drive self-service and improve support efficiency.
- Identify, own, and drive resolution of technical issues and challenges, ensuring root cause analysis and long-term solutions.
- in the Service Desk team
- Provide support to IC1/IC2 Engineer
Knowledge & Experience
- Aptitude and appetite for problem solving across a wide variety of technologies
- Good knowledge on administering Microsoft O365 and Azure
- Good knowledge on Microsoft O365 products and applications
- Good knowledge of Active Directory concerning structure, user management, and security groups
- Good knowledge of the functioning of permissions and shares of network files/folders.
- Good knowledge of corporate networks and familiarity with TCP / IP and other network protocols.
- Windows 10 and 11
- Great record keeping and documentation skills.
- Windows & MAC Provisioning skills are necessary.
- Experience on working on ITSM Tools like ServiceNow, Jira, Halo etc
- Willingness to learn new technologies
- A good understanding of the vast range of IT Service Management offerings
- Display excellent levels of internal customer engagement
- Service orientated in nature
- Demonstrate service management and leadership skills and be able to effectively manage the resources that report to them
- Excellent collaboration skills and ability to interact professionally
- Understanding of project management principles
Skillsets
- Proven experience in an IT support or service analyst role, preferably in a senior or office-wide capacity.
- Strong understanding of IT operations, hardware, software, and network fundamentals.
- Experience managing AV and network equipment and working cross-functionally with other IT teams.
- Excellent verbal and written communication skills in English.
- Proactive mindset with the ability to take initiative and ownership of issues and tasks.
- Strong organizational skills with the ability to manage priorities effectively.
- Likes to take on challenges.
- Able to work alone and in a team.
- Required to work from the office regularly.
- ITILv4 foundation knowledge is desirable.
Why join us?
We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.
An inclusive environment to thrive
We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.
Be rewarded for your efforts
We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.
Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.
We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.