SERVICE DESK - BUSINESS to BUSINESS only.
**SITE BASED Shift role 24/7 shift rota. Bekasi.**
- Management of service desk processes including:
- Incident Management
- Problem Management (RCA)
- Change Management
- Service Fulfilment
- Monitor service desk request to ensure request are being progressed and closed in accordance with SLAs, OLAs and KPI targets.
- Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI's
- Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets.
- Monitor service trends and introduce improvement initiatives where necessary aimed at restoring services to a high standard.
- Ensure process, procedural and contractual agreements are being followed correctly by the team, including event notifications and updates.
- Provide Daily, Weekly, Monthly & Ad-hoc reporting when required.
- Point of initial escalation for both internal and external customers, taking ownership through to resolution
- Identify and escalate any potential breach of service level or risk to the client services
**We Care About Your Best Self**
You are a proactive, enthusiastic team player with a can-do attitude and passion for people development, as well as excellent influencing skills.
Your expertise includes:
- Customer focussed with an eye for detail
- Innovative and proactive thinker
- Proven motivational and supportive management record.
- Excellent written skills, including English and able to produce concise comprehensive reports.
- Proven track record in customer service, operational and administrative management.
- Team management, performance monitoring and quality focussed skills.
- Must be flexible and diplomatic, with ability to constructively challenge existing practices.
Your skills and attitude:
- Education to Degree level, or equivalent, highly desirable
- Excellent written and spoken English (An assessment will be taken)
- Experience of Service Desk Management Systems, essential
- Previous team management experience, essential
- An appreciation ITIL Service Management would be beneficial.
- Experience in working in the Data Centre industry desirable.
**We Care About You**
In addition to a generous s basic salary and performance based bonus, you will also benefit from comprehensive family health insurance, and a range of other benefits.
**Salary**: Rp8,000,000 - Rp16,000,000 per month
Ability to commute/relocate:
- Bekasi: Reliably commute or planning to relocate before starting work (required)
**Language**:
- english (required)