Senior Service Desk Operator IGDC

South Jakarta·DKI Jakarta·IndonesiaIGDC

Job Type
:  Contract
Job Industry
:  Telecommunications
Job Function
:  Customer Service
Experience
:  Senior Staff/ Supervisor / Coordinator / Team Leader
Education
:  Bachelor Degree - S1
Description

Description of responsibilities:

  • Provide national, technical telephonic/helpdesk level 1 support to customers and end users
  • Ensuring sufficient availability in the team to answer incoming calls
  • Incident recording and Level 1 troubleshooting across customer base
  • Updating and maintaining accurate information in the client support database
  • SLA monitoring and responding to all system generated alerts
  • Issue escalation as required
  • Provide regular updates to clients on open tickets
  • Logging of sales requests with the sales department as required
  • Assist the support department in gaining customer feedback and evaluating client satisfaction
  • Report generation for clients
  • Regular (daily/weekly) system systems health and backup checks
  • Ability to mentor Junior service desk staff and act as an escalation point within the team
Requirements
  • The following completed qualifications or partially completed will be an essential  (MTA,MCSA,CCNA)
  • Relevant experience in similar position will be essential 
  • Experience in computer hardware and software fault finding essential
  • Intermediate level knowledge of Virtualised systems technologies
  • Good working knowledge of Microsoft Office 365 /Skype for business, Microsoft Teams/Voice Calling
  • Good working knowledge of configuring and administering Microsoft Windows workstations in an Active Directory environment
  • Intermediate knowledge of ITIL processes
  • Intermediate knowledge of Data-communications and Networking technologies
  • Previous knowledge of a ticketing systems and RMM tools essential, ConnectWise/Automate will be advantageous 
  • Good working knowledge of computer hardware fault finding and diagnosis
Benefits
  • Great Working Environment
  • International Exposure
  • Good Health Benefit
  • Flexible Working Arrangement
Skills Requirements
Service DeskCCNAMCSAMicrosoft Office 365