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PRINCIPAL ACCOUNTABILITIES:
1. Provide 1st line support to all users
via any interaction tools available promptly from customer/user.
2. Responsible for assisting all
customers/users with their questions about any of our supported
software and computing
platforms to the best of his/her ability, in a professional and courteous
manner.
3. Answer calls promptly. Log
incidents/calls onto the Helpdesk systems, assess priority, diagnose,
troubleshoot and analyze
and provide immediate solution within his/her capacity.
4. Assist in troubleshooting and solves
incidents for user and escalates incident to necessary escalated
personnel as required.
5. Ensure track, monitor and follow-up
incidents/cases logged and manage incidents/cases closed
within client’s Service
Level.
6. Manage the activities of problem
management database and maintain history records and related
problem documentation.
7. Monitor Helpdesk activities and
ensure performance and compliance within performance
measurement and
standards.
8. Provide appropriately scaled and
timely data, reporting and analysis to support performance
measurement.
Ensuring reporting mechanisms and report format defined and agreed with client.
9. Inform appropriate
supervisors/managers with concerns relating to operational issues; suggesting
and implementing
corrective action as necessary.
10. Coordinates Helpdesk work order
assignments.
11. Provides scheduled and adhoc
reporting from Helpdesk system to clients and management.
12. Participate in progress review and
meeting as and when required.
응모 자격 : [신입 환영]