Primary Responsibility
• Dealing with incoming faults in a professional, courteous manner over the phone and via email• Taking ownership of faults and managing them in a logical and methodical manner• Correctly logging incidents and faults, categorising and prioritising them in line with team procedures• Conducting full and through diagnostics with end users to enable first point of contact fault resolution• Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress• Diagnosing and resolving problems to the customers satisfaction• Maintain and develop own knowledge and skills to assist with first time fault resolution• Identify and escalate repeat issues or service risks into service management teams• Sharing knowledge with team colleagues• Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational• Maintain third party hardware/software vendors to ensure hardware and software in perfect condition.• Supports and maintains user account information including rights, security and systems groups• Resolve calls that have been escalated in the Call Tracking system and assume primary responsibility for client's workstation support• Maintain system documentation valid and recent
Qualification
Qualification
• Academy graduate having knowledge in PC and peripherals• Required skills: Installing and configuring PC hardware, software, peripherals and electronic equipments supporting employee productivity• At least 2 years of working experience in the related field is required for this position.• LAN knowledge and experience are preferred.• Having experience in desk side support of PCs, Software, and PC peripherals in a corporate environment is a PLUS• Have Microsoft Certified Desktop Support Engineer is a plus• Must be able to demonstrate a customer first approach to support• The ability to liaise and communicate confidently and professionally with customer representatives at all levels• Natural aptitude for trouble shooting & problem solving• Have solid experience in a helpdesk or technical support environment• Highly organised and able to work on own initiative to complete the range of tasks required• Flexible and willing to work outside core business hours as required• Preferably Staff (non-management & non-supervisor)s specializing in IT/Computer - Hardware or equivalent.• Full-Time and Contract position available.• A good team player, strong inner motivation, positive attitude.• Active in english is a plus
Informasi lebih lanjut
Bidang Pekerjaan |
Status Kepegawaian |
Hardware/Software Engineer, Database Admin, Hardware/Software Engineer
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Full-Time
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Pendidikan Terakhir |
Gaji |
-
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Sesuai Peraturan Perusahaan
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Tingkat Jabatan |
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-
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-
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