Indonesia Service Desk Supervisor - PT Ernst & Young Indonesia - Jakarta Raya

Advertised:27-03-13 Closing Date:26-04-13

PT Ernst & Young Indonesia

Ernst & Young, a global, market leading, professional services firm, with dynamic people in more than 140 countries, is committed to operating with integrity, quality and professionalism in the provision of audit, tax, risk advisory and transaction advisory services. We strive to help all of our people achieve their professional and personal goals through an inclusive environment that values everyones contributions, appreciates diversity of thought, fosters growth, and provides continuous opportunities for development.

Currently, we have open positions as :

Indonesia Service Desk Supervisor
Jakarta Raya


To provide a high level of technical and operational support to all team members and the Firm. Assist the Manager in areas of reporting, and ensure the Level 1 team runs in an efficient manner. Assigns personnel to appropriate operations, and evaluates their work.


Experience/Skill requirements
  • A Bachelors degree in Computer Science or a related discipline, or equivalent work experience
  • 5-7 years experience in IT support environment
  • 3+ years experience working in an IT support environment in a supervisory role, working with a call management tool, responsible for hardware, software & business process requests
  • Over 1 year working knowledge of ITIL incident management & coordination
  • Experience working with IT requirements of a global firm Preferred
  • Experience in a non-English speaking customer focused role Preferred
  • Excellent people skills, supervisory and customer service
  • Able to develop working relationships with staff and management at all levels
  • Excellent listening, written and verbal communication skills
  • Excellent organizational and project management skills
  • Understanding of Service Level Agreements
  • Analytical troubleshooting
  • Drive teamwork
  • Defusing issues with irate clients
  • Multitasking, ability to prioritize own work and that of others
  • Working under pressure
  • Supportive of continuous improvement in relation to own performance and development and that of the wider team
  • Understanding of ITIL Incident Management and coordination
  • Understanding of IT security & its importance
  • In-depth knowledge of standard business applications:
  • Microsoft Office 2007 suite
  • Lotus Notes 8 Mail & Databases
  • Windows XP
  • Active Directory Intel compatible hardware (Desktops, Laptops, Printers, Mobile Devices)
  • Networking concepts
  • Remote Access
  • Successful completion of College/University course in Business, Computing or Information Technology Preferred
  • Successful completion of ITIL Foundation course or MCDST Preferred
  • Soft skills course completion directly relating to customer care or supervisory roles Preferred
  • Good verbal and written communication skills Preferred
Analytical/Decision making responsibilities
  • Analyze call volumes to determine the schedule of staffing to meet service levels, analyze call processes and determine improvements to the processes to improve service levels
  • Appropriately prioritize incident for quick resolution of higher priority incidents
Suggested technical certification
  • None
Supervision responsibilities
  • Responsible for assigning work, reviewing performance and direct supervisory responsibility for Level 1 Analysts

For relevant candidates, please drop a comprehensive CV via account, detailing your GPA and recent photograph. All CV's will be treated confidentially.
Only shortlisted-candidates will be contacted by phone for further process.

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