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
Responsibilities:
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.
Requirements:
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 www.jobstreet.com 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.
Informasi Lowongan Kerja Jawa Barat, Informas Lowongan Kerja Jakarta, Informasi Lowongan Kerja Batam, Informasi Lowongan Kerja Sumatera, Informasi Lowongan Kerja Jawa Tengah, Informasi Lowongan Kerja Jawa Timur, Informasi Lowongan Kerja Bali
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