Service Desk IT

Job Description Summary

Act as the frontline, single point of contact with the user community for application support by managing incidents and service requests through its lifecycle from initial contact to contact closure in accordance to the Service Level Agreement (SLA).

Job 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.

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