Bahasa Speaker - Service Desk Analyst/ Technical Support Analyst

Responsibilities

Contact with user via phone, chatbot, Self-Service Portal and mail, gather all the additional information on an incident as per KM, troubleshooting and resolving users’ technical issues. Providing IT support to all respective clients in relevant language. Acting as single point of contact for users, logging and managing contacts (calls, web chat, e-mails and others) within SLA, building good relations with end users and good perception of Service Desk operations. Escalate and assign tasks to the 2nd line and other resolving teams.

• Logging incidents and service requests, containing all necessary information, received via phone and email.

• Addressing user issues correctly according to SLA standards and assigning them to appropriate resolving team when necessary.

• Knowledge of request models, especially knowledge of details required for providing accurate solution of user’s problem.

• Basic diagn...