IT Service Desk Lead
4 months ago
PT FWD Insurance Indonesia (“FWD Insurance”), a joint-venture insurance company and a part of FWD Group, previously known as PT Commonwealth Life, has successfully merged with PT FWD Life Indonesia (“FWD Life”) as of 1 December 2020 and will be known as FWD Insurance.
The merger of FWD Life and FWD Insurance has led to a more comprehensive range of products, including unit-linked insurance, individual & group term life insurance, individual & group personal accident insurance, and group medical insurance through technology driven-distributions such as agency, bancassurance, e-commerce, and corporate.
FWD Insurance is registered and supervised under Otoritas Jasa Keuangan (“OJK”).
FWD Insurance is a member of Indonesia Financial Services Alternative Dispute Resolution Center.
Lead and managing resources and process lifecycles for handling the service requests, incidents, problems and production changes according to the service management framework in order to achieve the objectives and service levels of the IT service deliveries, comply with the policies, standards and procedures of the company and documented in properly.
(1) Manage resources (service desk support, production support, technical support, third-party support and tools) have capacities and capabilities enough for handling tickets of the service requests, incidents, problems and production change requests in order to meet the objectives and service levels of the IT service deliveries.
(2) Oversee the overall process lifecycles of the IT service desk to be in line with the IT service management frameworks in order to ensure the completeness of required information, approvals, execution / implementation, closure confirmation, and documentations for each tickets submitted end-users / business.
(3) Manage collaboration and coordination of the involved resources (internal and external) in order to ensure every ticket escalation is followed up completely in every stages that are passed through, so that the ticket is able to closed according to the service levels of the IT service deliveries.
(4) Manage expectations of end-users / business by regular communication with them regarding ticket status and the time estimation when the ticket is going to be closed and providing workaround options if the ticket is estimated unable to be closed on time as promised in the service level agreement.
(5) Responsible to manage and monitor prioritization (urgency) of each ticket and considering decision for escalating the ticket to manager (IT management) to get advices and/or support in order to speed up execution / implementation, managing expectations of end-users / business, and managing the service level targets of the IT service deliveries.
(6) Responsible to update and briefing in regular to all team member under supervision and other involved support teams regarding the IT service management frameworks, business processes, how the production environment running, and the service levels of the IT service deliveries.
(7) Prepare regular dashboard report regarding the operation performance matrix and the service level achievement of the IT service desk.
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