Lowongan Service Desk di PT Jasa Teknologi Informasi Ibm

Qualifications:

1. Able to perform Call handling
2. Good Email writing
3. Ticket logging and case escalation
4. knowledge in end user computing: OS, user application, and network troubleshoot
5. 1st level issue and service request determination/categorization
6. Utilizing service management tools
7. Able to understand issues/request category and escalation flow

Job Descriptions:

1. Become singular point of contact for end users regarding Service Request, Incidents, related to the System.
2. Identifying, logging, tracking, and managing the incidents, and Service Requests arising in the delivery of the services 
3. Escalating incidents and Service Requests arising from or relating to the Services provided 
4. Coordinate with higher level Support, including Third Party Provider as applicable, while retaining responsibility for the resolution the Incident or Service Request. 
5. Attempt 1st issue / service request resolution
6. Generating historical ticket report leveraging the service management tools
7. Support case escalation by:

• Routing the ticket to the appropriate person or entity for resolution
• Tracking the progress of fulfillment and resolution efforts. 
• Escalating Incidents to the appropriate levels for resolution in accordance with escalation procedures from client.
• Provide status update of the escalated case
• Closing a ticket (as soon as it is practical) after receiving confirmation from the affected user that the call has been resolved.