Service Desk Agent

Job Description:

- Respond for technical assistance in person via phone or electronically.
- Identify, analyze, investigate technical issues, log all helpdesk interactions, and advise users on appropriate action.
- Manage problems and escalate situations
- Having knowledge in proses flow in Application System (especially mobile apps).
- Working with users to identify a computer or IT technical problems and advising on the solution.
- Handling problems on the first level.
- Tracking and route problem with Azure Dev Ops system.
- Create a weekly report (for PGLS Numbers and Trends, Open Issue by Category/Modules, Open Issue by Area and Division, Critical issue list).
- Prepare and compile activity reports and coordinate with QA team and Project Manager
- Working with QA Team to resolve a technical/issue problem.
- Maintain and follow up for all status tickets.
- Ensure all tickets escalate to the next layer closed when the problem fixed.
Requirement:

- At least 1 Year(s) of working experience in the related field is required for this position.
- Required Skill(s): Microsoft Excel
- Having knowledge in IT and have Ms. Excel skills will be an advantage.
**Job Type**: Temporary
Contract length: 3 months