Lowongan Unified IT Service Desk Associate-PT Nityo Infotech

    Unified IT Service Desk Associate-PT Nityo Infotech

    Jakarta Raya | Ditayangkan: 25-March-2020 | Tutup pada 24-April-2020

    Nityo Infotech is an information technology consulting company with its headquarters in Pittsburgh, USA and has a global presence spanning across USA, EMEA, APAC and India. Nityo is having operations in 17 countries with 27 offices across globe including US, Europe and Asia. At Nityo, our key focus is to empower our customers with customised business solutions through state of the art technology and best‐of‐breed business processes.
     
    Our portfolio of solutions and services includes infrastructure management services, outsourcing , system integration, Application Software development , IT consulting, IT Security Consulting , Cloud Computing, Data Science , Big Data Analytics , Artificial Intelligence, Industry specific products implementation & Support , Quality Assurance & Training. Nityo provides these services to several clients located across the globe, including many Fortune 1000 and Global 2000 companies, in the commercial, industrial and government sectors - across key vertical markets, like financial services, Manufacturing & Semiconductor, life sciences and healthcare, retail, telecommunications and utilities, Top notch System Integrator, and independent software vendors.
     
    Nityo has grown to become a global service provider of Infrastructure Management Services, Intellectual Property (IP) Leveraged Solutions, and IT Services, focused on the telecom, media, technology, manufacturing, power and healthcare industries. Our services span from Application Management Outsourcing, Packaged Application Services, Independent Validation, Verification and Testing, Product Development, and Support, to higher value‐added offerings including Managed Platform and Product Engineering Services.

    Unified IT Service Desk Associate (any level)
     
    Description:
    • Field incoming tickets / Phone calls / Chat from end-users to resolve application issues.
    • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
    • Prioritize, schedule, and administer all instances where issues are reported.
    • Perform user guidance at Level 1 and 1.5 wherever possible and strive for first call resolution.
    • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
    • Communicate application problems and issues to key stakeholders, including Management, Development teams, End-users, and Managers.
    • Working experience in Service Now is a mandate.
    • Identify and learn appropriate software applications used by End User.
    • Candidates must have customer service, accurate and logical problem solving and communication skills, and the ability to work in a team environment.
     
    Language Support:
    English and Bahasa Indonesia for Indonesia Delivery Location
     
    Responsibility:
     
    • Answer all calls offered to Service Desk queues and responsible for managing the ticket queues
    • Attend troubleshooting calls and execute installations, desktop maintenance and upgrades.
    • Assess user needs and develop technical solutions on work related issues.
    • Document on technical support and business processes.
    • Determine and execute system reconfiguration needs.
    • Establish end user service level agreements.
    • Configure and install phone and computer.
    • Install and manage peripheral support devices like printers.
    • Offer remote support for retail stores, point-of-sale on network connectivity and printing.
    • Examine, manage, maintain, upgrade and support network servers’ equipment and maintenance.
    • Intimate the Shift lead/ L2 whenever there is an upward trend in calls.
    • Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation
    • Update the trackers and details required for Shift Handover.
    • Adherence to schedules and report to Shift leads in case of any misses.
    • Resolve incoming client calls based on departmental goals
    • Provide detailed documentation in call logging system
    • Take ownership and responsibility for problems for client’s technical issues
    • Increase knowledge base by passing new issue resolution information to Service Desk’s Knowledge Administrator through the established Missing Knowledge process
    • Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation
    • Maintain a high level of Quality Customer Service.
    • Should have knowledge in ITIL V3 standards and practices

    Mission :
     
    "To redefine Customer Business Equity with best-of-breed Transformation, Technology and Talent"
     
    Vision :
     
    "Empower our customers to focus on Core Business Competence through innovative and competitive IT and Business Process Outsourcing"

    ALAMAT : PT Nityo Infotech
    Menara Batavia 14th Floor Jl. K.H. Mas Mansyur Kav 126, Karet Tengsin, Tanah Abang