DESKRIPSI PEKERJAAN
ticket logging, handling phone, chat and web forms contacts in ServiceNow within agreed KPI. Logging incidents and service requests, containing all necessary information, received via contact channels. Ticket resolving, diagnose and troubleshooting of incidents issues.
resolving as many incidents as possible on initial contact and confirming fact that issue is fixed with users. Accurate usage of PC remote control tool agreed with users
address user issues or requests diligently assigning them to appropriate resolving team when immediate resolution or guidance is not available. Follow and contribute to existing Knowledge base, available via ServiceNow required for providing accurate solution of user’s problem
ticket management, follow-up on users chase calls and consult high priority issues with Incident Manager. Control timely processing of the assigned incidents and service requests.
identification of recurring and related incidents and ability to correlate for a potential bigger problem or seeding indicators for a bigger issues
perform User Access Management related duties via ServiceNow and other available tools
REQUIREMENT
customer Service experience
basic IT and technical knowledge including troubleshooting skills (preferred but not essential)
proficient spoken and written English
ability to break down process and explain it to a range of colleagues
time/task management, attention to detail, willing to learn
communication skills, providing explanations clearly and accurately
analytical problem solving
Uses existing procedures to tackle routine problems and escalates when appropriate
Works co-operatively with others to achieve team goals
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification SMA/SMK
- Min Experience Staff
