Lowongan Kerja Jakarta Selatan Posisi Service Desk Staff di PT Crif Lembaga Informasi Keuangan

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Perusahaan	PT Crif Lembaga Informasi Keuangan
Posisi	Service Desk Staff
Tempat	Jakarta Selatan
Tingkatan Kerja	Pegawai (non-manajemen & non-supervisor)
Kualifikasi	Sarjana (S1)
Jenis Pekerjaan	Full Time
Spesialisasi Dibutuhkan	Manufaktur, Penjaminan Kualitas / QA
Gaji Min	Rp. 1.800.000
Gaji Max	Rp. 5.500.000

Job role:

You will be a part of our dynamic Service Desk team, providing first-level support to resolve technical issues reported by our clients within the Service Level Agreements (SLA). You will be assigned one or a few product groups to handle, and within your scope of responsibilities resolve as many reported issues in timely manner while minimizing the number of onsite visits required.

Main responsibilities:

• Take ownership and ensure that all reported cases within the assigned product group(s) are resolved appropriately and on time without exceeding the SLA.
• Act as the first layer to support client.
• Create incident reports for each case, outlining the issue and resolution, to update and improve the FAQ repository on a regular basis, which is used as a guidance for future cases.
• Monitor and respond quickly to incoming tickets requested from clients related to any issues from a client within the response and resolution times agreed to by the Client.
• Diagnose, analyse, and formulate solutions to unexpected problems remotely.
• Possess a strong drive to provide excellent customer service and experience, with an awareness of prioritization of incidents and their relative significance to the business as a whole.
• Solve reported cases via telephone within the response and resolution times as agreed to by the Client.
• Coordinate with the Technical Teams to ensure that all messages are delivered through telephone and e-mail, to ensure that clients have accurate information of the respective resolution.
• Ensure that there is minimal to no repetition of incidents with the same complaints.
• Collaborate with the Service Desk Supervisor and other relevant team to analyse the root cause of each incident and formulate solutions to ensure timely resolution of similar issues in the future.
• Proactively and continuously seek the relevant training on the assigned product group(s) in order to improve capability to perform the aforementioned responsibilities.
• Escalate unresolved issues to the Service Desk Supervisor should their complexity is beyond your current competency.
• Proactively take the ownership to follow up highly critical and highly urgent cases and treat them with the necessary and immediate escalation, not only to the Service Desk Supervisor but also to other related stakeholders or divisions.

Position Qualifications:

• Bachelor’s degree in area of Economic or Technology or any related field.
• Minimum 4-5 years of experience as a Quality Assurance, Service Desk.
• IT-savvy with strong understanding towards IT systems to formulate a series of diagnostic or investigative questioning to provide accurate root causes of technical issues.
• Strong communication skills with ability to convey messages clearly both verbally or in writing.
• Strong analytical, critical, and logical way of thinking.
• Passionate in problem-solving.
• Written and spoken English is a MUST.
• Hands-on with data processing tools such as Microsoft Office.

Lamar kerja

Deskripsi Perusahaan

Info Perusahaan

• Industri: Perbankan/Pelayanan Keuangan
• Ukuran Perusahaan: 1- 50 pekerja
• Waktu Proses Lamaran: 27 hari
• Tunjangan dan Lain-lain: Asuransi kesehatan, Waktu regular, Senin - Jumat, Bisnis (contoh: Kemeja)