ServiceDesk Support:- Accept incidents/requests.
Log incident/request tickets in IT service desk tool.- Tickets to be recorded with correct category, severity, description, and workplace user information as per the predefined matrix.
Assign incidents/requests to the appropriate technical resolver group and categorize them into the appropriate severity or priority group.
- Route incidents to vendors for issues pertaining to DC, Network, security, and application support services. End-user workplace tickets to be managed by Customer's end-user support vendor.
Follow up with Customer's technical team for incident/request status and manage notifications, including necessary escalations.- Escalate tickets that have breached service levels.
Log calls with Customers vendors and coordinate for hardware, firmware, and OEM-related calls for assets listed in Service Baselines (pertaining to DC/DR, network, security, and application support services scope).
- Vendor coordination, handling functional escalation from helpdesk executives.
Remote support to Customer's end-users by remote device management.
Diploma/Graduate
Job Type: Full-time
Pay: 22,- 00 - 26,000.00 per month
Hari Kerja: - Weekend availability
Sif: Morning shift
Work Location: In person
