It Supervisor

Arrange the L1 Agent Shift allocation.

Act as a Trainer to the new L1 Agent and customer.

Make a Standard Operational Procedure (SOP) for the L1 Agent.

To supervise the agent in handling problem tickets.

Monitoring daily ticket and incident handled.

Make a routine weekly meeting to discuss the internal and ticketing issue.

Periodically report the operational issue to the L1 Service Desk Manager.

Advise on technical solutions and provide guidance.

Maintain service level standards.
Degree in Informatics Technique, Information Systems, or Computer Engineering

Minimum 4 years working experience as IT Supervisor or in a similar role.

At least 4 years experience in managing and leading an IT Service Desk team.

Demonstrated progressive experience in the supervision of a Service Desk team.

Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.

Solid track record especially in FMCG /Consumer Goods Industry

Strong understanding of ITIL best practices

Good working knowledge of POS, infrastructure, ticketing system/call center.

Good understanding in network, cloud, server, storage, virtualization, etc.

Proficiency in English language and Bahasa Indonesia is essential to communicate with local dan global team.

**Employment type**: project based

**Personnel allocation**: Multinational Companies - BSD City Tangerang but Willing to be assigned out of town