IT Servicedesk - Jakarta, Indonesia - Mitra Integrasi Informatika

Mitra Integrasi Informatika

Perusahaan Terverifikasi

Jakarta, Indonesia

1 minggu yang lalu

Diposting oleh:

Siti Nur

beBee Recruiter

General Qualification

Man / Woman
Education Min. S1 for all majors
Preferred graduates of Information Technology / Information Systems / Computer Systems
Able to speak English both written and oral
Have a good knowledge in operating system: Windows 7, Windows 8, Windows 10
Minimal Experience 12 year

Minimum Qualification

Have knowledge in Operating System (Windows)
Have knowledge in Operating System features (Hibernate, Offline File Sync, Printer Configuration, Security Account, Shared Folder, Home Directory)
Have knowledge in MS Office especially for Outlook
Have knowledge in printing system
Have basic knowledge in computer networking
Have basic Proxy system and user configuration

Scope of Work

Shifting 24x7x36
Single point of contact for IT related queries & IT related Support issues
Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors
Record all required incident details on the incident management system
First level support to attempt to resolve the incident, use remote control if necessary for incident resolution
If the incident requires escalation to level 2 support, the Service Desk staff create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer
Track the incident until closure and keep the User up to date with the incident status
Functional escalation in case the incident resolution times exceed the agreed service levels
Selective quality checks on closed incidents & service requests
Receive service requests forms that have passed the business assessment and approval procedures
Forward the service request to the proper IT technician / engineer, in accordance with the service request procedures
Track the service request until closure and keep the User up to date with the status
Functional escalation in case the service request completion times exceed the agreed service levels