Responsibilities

  • Responsible for monitoring and managing central queues, Service Now queue that ensure every single request, incidents are handled or routed to relevant team within the SLA.
  • Receive, analyst and take corrective actions to support user tickets base on site, service catalogue, priority, etc.
  • Accountable for the timely and accurate completion of servicing incidents, requests, and tasks assigned to Service Desk team.
  • Effectively manage customer communications, escalations, and satisfaction
  • Communicate with client to collect information or verify their situation as 1st line support. In case the escalation needs to involve many teams into a meeting or a call, you are the one will host it
  • Responsible for management and report directly to team leader about the utilization and workload, service health check, licenses, etc.
  • Add value to team performance & vision by proposal, strategy, or roadmap.

Skills And Requirements

  • Bachelor Degree in Information Technology, computer science or related IT fields
  • 1 – 4 years of experience in service support or equivalent work experience
  • Analysis and troubleshooting skills
  • Work effectively with colleagues or by your own
  • Researching and collecting information skills
  • Experience from a position working cross-organizational and Global scale
  • Fluently and Strong English Communication (verbal and written)
  • Problem Solving, analytic and process thinking
  • Leadership and interpersonal skills

Why Choose Us?

We eliminate the painful process of looking for individual partners. Because we’re an all-in-one stop, we put in the effort to understand your business intimately. Our bespoke processes are scalable, reliable, and designed to grow with you.