Job Description

• Resolve all assigned incidents per the committed SLAs by performing first-level diagnosis and applying known or modified solutions.
• Fulfill medium to complex service requests per established SLAs, processes and documentation. Resolve known requests and recommend improvements where applicable.
• Fulfill medium to complex change requests per established processes and documentation. Escalate to seniors where applicable to ensure fulfillment per the established SLA.
• Monitor own tickets and perform follow-ups to prevent SLA breach. Escalate where applicable.
• Contribute knowledge articles and ensure that new findings are validated by a senior or Team Lead.

• Identify improvement opportunities and validate the idea with seniors/leads. Participate in improvement initiatives. Guide juniors where applicable.
• Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
• Perform medium-level analysis and reporting under close supervision. Include recommendations where applicable.
• Serve as a buddy to new analysts and peers, provide guidance where relevant.

• Graduated with a Diploma/Bachelor\xe2\x80\x99s degree in Computer Science or IT-related field.
• Solid working knowledge of ITIL and its application within a Service Desk (SD) context.
• Has at least 2 to 3 years of experience in IT service and support operations. Has prior experience in providing remote support for other countries.
• Must be able to write, read and communicate fluently in Mandarin (compulsory for China Support) or Bahasa Indonesia (compulsory for Indonesia support).

• Communicates expressively with enthusiasm and confidence. Uses language appropriate to the intended audience. Checks to ensure that information has been understood.
• Breaks down and analyses information effectively. Identifies the causes of problems and proposes realistic and practical solutions to address them.
• Must be willing to be on stand-by per a scheduled roster to provide after office hours support.
• Must be willing to work on public holidays to support end users based in other countries.