Service Desk IT

Description

:

• Receive and record incoming calls/emails/web request from end users in the service desk system.

• Work with users to collect information pertaining to incidents/service requests. Log incident records accurately and completely.

• Perform standard enquiries to the user to diagnose the problem.

• Analyze incidents to determine category and severity.

• Resolve incidents as capable and where resolution is not possible assign call to level 2 support group.

• Track incidents that have been handed to other delivery teams.

• Utilise solutions submitted into the knowledge database to resolve common issues.

• Communicate to end users on service interruptions when required.

• Work together with other support groups to ensure seamless transfer or hand-over of incidents/service requests.

• Be well-updated with developments in SSC scope of services in IT, HR, Procurement or Finance services.

• Perform services adherence to Sinarmas IT policies, guidelines, and procedures.

• Seek opportunities, develop and maintain knowledge. Receptive to performance and developmental feedback.

• Prepare the Standard Operating Procedures (SOP) required for the effectiveness and quality of the services provided.

• May be required to work on pre-defined shift plans and / or be on standby for operations support

Job Requirement:

• Candidate must possess at least a Bachelor's Degree in Engineering (Computer/Telecommunication) or equivalent.

• At leas 5 year(s) of working experience in the related field is required for this position.

• Preferably Staff (non-management & non-supervisor)s specializing in IT/Computer - Network/System/Database Admin or equivalent.

"Our company has never levied any fees for the recruitment process nor has it required to order tickets and accommodation through a certain travel agent or certain person"