Primary Responsibility
• Create and organize ticket about incident and request based on Service Desk processes and ensure all request and incident are assign to proper solver, if necessary, involves support from external suppliers
• Monitors main helpdesk email address and phone to ensures it works all the time and all requests are processed continuously
• Keeps overview of actually open tickets, follow-up all tickets in order to not breach SLA (resolution time), reminds solvers about long time open issues, if needed, escalates them to Team Leader and re-assigns tickets to another solver so every open ticket is solved within SLA
• Cooperates in maintenance works activities to give information to employee.
• Communicates effectively with users about solution,advices and maintenance works activities in non-IT language
Qualification
Qualification
• Bachelors Degree majoring in IT.
• 2+ years experiences in IT Helpdesk / IT Support
• Good oral communication and documentation skills
• Practical experience with administration of Windows or Unix operating systems
• Knowledge of IT operation processes – service desk, service delivery, asset management
• High level of PC skills - documentation, presentation, calculation, communication, data manipulation, troubleshooting, knowledge bases. • High initiative, reliable and independent person
Informasi lebih lanjut
Bidang Pekerjaan |
Status Kepegawaian |
IT/Desain
|
Full-Time
|
Pendidikan Terakhir |
Gaji |
Sarjana/S1
|
Sesuai Peraturan Perusahaan
|
Tingkat Jabatan |
|
Staff/Executive/Officer
|
-
|
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