Deskripsi Pekerjaan

To provide technical and process assistance to end-users via phone, email, live-chat, and web-form. To diagnose and troubleshoot end-users’ problems with various IT tools. To perform an initial assessment, attempts to resolve or escalate the problem, based on agreed service level. Log IT requisition/problems for end-users into Ticketing System. Escalate to 2nd level support group when required with detailed description of the problem for further troubleshooting and resolution. To provide the necessary hardware and software for service desk with support purposes. To provide 1st line support on enquiry or issue related to Enterprise Applications to ensure operational problems are resolved promptly. Follow up on outstanding requests and ensure timely resolution. Log all help -desk interactions and activities. Prepare activity reports and inform management of recurring problems. Plan arrangements to call out field engineer to visit the users if they are unable to fix the problem. Ensure all helpdesk tickets are closed within SLA set. Performing any other IT related duties assigned. Incident Management – to follow up with respective PIC until closure for all aging tickets. Problem Management – to perform root cause analysis and to document workaround/resolution for recurring incident/major incident being the owner of the issues/tickets.