DESKRIPSI PEKERJAAN
· Serve as SPOC (single point of contact); Communication
· Receiving, Recording, Prioritizing & Tracking incidents
· First level support for incidents
· Monitoring & Escalation
· Incident Management
· Resolution & Closure
· Provide Management Information (reporting)
· Checks helpdesk system everyday
· Assigns tickets to desktop support\corresponding team
· Checks emails regularly and make follow-up of tickets beyond SLA
· Acts as Initial point of contact for any problems\incident
· Performs the initial problem determination
· Resolves most elementary problems (ex. Password reset, unlocking of accounts, etc.)
· Does helpdesk\problem tracking
· Provides feedback to the requestor regarding status of request
· Answers phone calls and assign problem to proper group
· Assigns problem severity level and the initial priority
· Assigns helpdesk ticket and inform the appropriate group for further troubleshooting
· Summarizes daily, weekly, and monthly helpdesk reports
· Makes sure all tickets\incident are being done within SLA
· Closes tickets that were already done
· Performs additional task that may be assigned
REQUIREMENT
· College graduate of any IT related courses
· At least 1 to 2 years of work experience in the same field
· Must be amenable to work onsite QC and in a shifting/rotating schedule
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification S1/D4
- Min Experience Staff
