Incident Management Support

PT. Jasa Teknologi Informasi IBM

  • Central Jakarta, Indonesia
    The Plaza OfficeTower, 16th Floor, Jl. M.H.Thamrin Kav. 28-30 Jakarta 10350, RT.9/RW.5, Gondangdia, Jakarta, Central Jakarta, Central Jakarta, DKI Jakarta, Indonesia
    Central Jakarta
    DKI Jakarta
  • Contractual
Recruiter was hiring 4 hours ago

Job Description

  • Follow up breached tickets and achieve monthly incident resolution SLA.
  • Handle Severity 1 and Severity 2 incidents from Management and Business PICs and track them end-to-end for closure
  • Track high pending incidents and working with the various resolver groups to identify root cause and apply preventive actions.
  • Provide report of ticket pendency and SLA as per resolver groups
  • Do ticket compliance audit, give feedback and perform actions with the resolver groups

Minimum Qualifications

  • Candidate must possess at least a Diploma, Bachelor's Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
  • Have 1-2 years experience in relevant area (Customer service/helpdesk/service desk area)
  • Strong understanding of ITIL and Incident Management practices, i.e. queue management and compliance & reporting area
  • Understating of service path for Telco
  • Excellent oral & written English communications skill is a must.
  • Excellent customer service skills with a professional demeanor. Must be able to communicate clearly with all levels of employees, external vendors and management teams
  • Excellent organizational, problem solving and project management skills
  • Ability to achieve specific results from little direction
  • Ability to work under pressure being adaptable and responsive to organizational requirements
  • Willing to work overtime and willing to work in customer's site

Perks and Benefits

  • Flexitime Flexitime
  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Medical / Health Insurance Medical / Health Insurance
  • Transportation Allowances Transportation Allowances

Required Skills

  • ITIL

Jobs Summary

Job level
Entry Level / Junior, Apprentice
Job category
IT and Software
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
The Plaza OfficeTower, 16th Floor, Jl. M.H.Thamrin Kav. 28-30 Jakarta 10350, RT.9/RW.5, Gondangdia, Jakarta, Central Jakarta
Information Technology / IT
1 opening

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About PT. Jasa Teknologi Informasi IBM

Was founded in 2003, supporting IBM in providing skilled resources to install - move - add -change (IMAC), and to perform other activities that relates to after sales support for IBM products in Indonesia. To support the Strategic Objectives of IBM Indonesia in providing comprehensive end-to-end IT solutions for the community, in July 2010 IBM-JTI was transformed, re-shaping its missions, and strengthening the company with new Organizations structure, including the establishment of Business Development function that will focus in developing Solutions that will address the needs of comprehensive IT solutions of the Clients in the market.Today, IBM-JTI provides Total solution services, from IT Infrastructure aspect: Hardware and Software, to the Business aspect, which includes not only IBM Products but also other leading non IBM Products. IBM-JTI will propose the best available solutions that meet Clients needs and requirements regardless the Brand of the Products. As an IBM company, we embrace IBM Values and Business Conduct Guidelines. IBM-JTI aims to build the company into a well established and respectable Indonesia company with a strong management team by continuing strive for excellence and commitment to quality, providing effective and efficient Solution to Clients, contributing to the country in creating job opportunities and transfer of advanced technology.
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