DESKRIPSI PEKERJAAN
The Service Desk Analyst is accountable for supporting and maintaining the following areas:
Provide 1st line (telephone) support and occasional 2nd line (Deskside) support.
Assign the incidents and requests that cannot be resolved 1st line to the appropriate teams.
Ensure that customers are kept informed of events relating to their call.
Facilitate communication between the various IT teams, both regional as global.
Ensure all calls are responded to within a timely manner and within the agreed OLAs.
Facilitate communications between the local / regional IT Officers, the regional Training team and the Global support teams.
Pass calls to 2nd and 3rd line support teams (e.g. Networks, Email, Web, Server) if cannot be resolved first line.
REQUIREMENT
Have at least 2-3 years of working experience providing 1st level technical support via the phone or email.
Soft skills for excellent customer service.
Knowledge of Windows 10, Microsoft Office and remote working via both VPN and Citrix
Expertise in the use of Call managing systems.
Active Directory and Remote Exchange Console.
Experience of working in an ITIL environment
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification D3
- Min Experience Staff
