DESKRIPSI PEKERJAAN
The job responsibilities of this Service Desk Engineer role include, but are not limited to:
Provide Level 1/2 remote support for incidents and service requests
Ensure all calls/support/incidents requests are logged in the Service Desk system
Respond to customer service and incidents requests in a timely manner
Investigate and document customer service and incidents requests clearly, concisely
Regularly update customers on the progress of outstanding service and incidents requests
Provide resolutions to customer service and incidents requests within agreed service levels
Take ownership of assigned Critical Incidents and prioritize these investigations over all other work
Complete timely investigations of critical incidents
Update critical Incidents with all relevant details including times and conversations
Perform necessary actions to resolve critical incident
Contribute to any Post Incident Reporting with additional details, learnings, improvements
Ensuring knowledge management systems and documentation are kept up to date
Complete timesheets to represent the activities performed each week
Attend and contribute to team meetings and one-one meetings
Continuously improve skills and knowledge through certifications
Work as part of the Service Desk team, and independently, to troubleshoot and provide solutions to software and hardware problems
Report to senior managers on any issue that could significantly impact the business
Arrange for Vendor technical support where problems cannot be resolved in house
Communicate to customers using terms that are clearly understood and consistent with those used by Virtuelle Group
Any other task or activity that will contribute to the successful operation of Virtuelle Group
Perform rotational shift work to cover Virtuelle support hours, 5 days per week
REQUIREMENT
Minimum one year of experience in an IT Service Desk environment (MSP preferred).
Experience in supporting end users on Microsoft Windows-based platforms
Excellent customer service skills
A demonstrated focus on customer service excellence
Excellent communication skills and telephone manner
Experience with and an understanding of remote support tools and ticketing
A drive to seek the best outcomes for the business and all customers.
Microsoft certifications highly regarded
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification S1/D4
- Min Experience Staff