IT Support
5 months ago
**Single point of Contact in Relation to IT Services Management**
**1. Receive users call & analyze incident**
**2. Follow-up incident resolved by 2nd Level Support**
**3. Troubleshoot simple Network Issue** by phone**
**4. Troubleshoot simple Application Issue** by phone**
**5.** Tro**u**bleshoot **simple **PC & Laptop** Issue** by phone**
**6.** **Administrative task for admin**
- Mengangkat panggilan masuk dari staf dalam 3 dering.
- Sopan santun (Ucapan, diagnosa, dll.)
- Melakukan penanganan tingkat pertama.
- Merekam semua insiden Sistem.- Server
- Desktop
- Aplikasi
- Jaringan & telepon
- Listrik
- Perangkat keras & Perangkat Lunak
- Merekam semua permintaan- _Add/Delete/Modify_
- _Non Standard Request_
- Folder Pribadi.
- Melaporkan.
- Pemeliharaan.
- Dll
- Mengajukan permintaan atau insiden ke tim IT yang sesuai dalam SLA Insiden Manajemen dan dapat membantu & mendukung tingkat kedua untuk melakukan pemecahan masalah.
- Memonitor perkembangan insiden & permintaan.
- Memastikan semua tiket insiden & permintaan diterima dan diselesaikan sesuai SLA
- Mengonfirmasi staf untuk setiap pembaruan yang diberikan.
- Mengonfirmasi staf untuk status insiden / permintaan setelah tim yang ditetapkan mengonfirmasi insiden / permintaan telah selesai / diselesaikan.
- Memastikan tiket ditutup oleh tingkat kedua setelah mendapat konfirmasi dari pengguna.
- Membuat Laporan:
- Laporan harian
- Laporan Mingguan (seperti Success Call Ratio (SCR))
- Laporan bulanan
- Laporan Tahunan
- _Unconditional_ Report (Laporan yang Diminta)
- Laporan Kinerja Tim (laporan kinerja untuk setiap staf, seperti ketersediaan kehadiran) dan perlakukan insiden juga
memantau proses kegiatan
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