Baru IT Helpdesk

Date Posted: Hari Ini
Salary:
Mitra Integrasi Informatika
Jakarta
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Job Description

  • Supplier Shall be Responsible for identifying, tracking and managing the incedent, problem and service Request arising in tha delivery of the services across all purchase it services
  • Supplier shall be responsible for escalating end/or resoving those problem and service Requests arising from or relating to the services provided under any of the Services Tower.
  • Supplier shall implement and maintain processes under wgich a Single Poin of Contract (SPOC) has end –to-end responsibility for each problem and Service Request arising from or relating to the service to minimize redundant contacts with the End User.
  • Supplier shall provide and publish toll-free telephone number as set forth below, to serve as a SPOC for stakeholder on incedent status to contact the Service Desk.
  • Supplier shall provide a Service Request tracking system with asset informstion for each End User and other informstion as mutually agreed.
  • Supplier shall provide content and access to End Users for level 0 Support.
  • Supplier shall perform level 1 Support for End User as follows, as applicable depending on the type of call.
  • Supplier shall coordinate Level 2 and Level 3 Support, including Thrid Party Provider as applicable while retaining responsibility for the resolustion the incedent.problem or Service Request.
  • Supplier shall provide and maintain Service Desk reporting and training for Service Desk ticket and Service.
  • Supplier shall provide trending analysis of service Desk call by problem type , Purchase business unit and by site.
  • Supplier shall distribute and manage customer satisfaction Surveys.
  • Supplier shall provide security report and event Management
  • Supplier shall provide a Disaster Recovery Plan for the business and associated plans for the in scope Service systems infrastructures application and processes, including disaster recovery testing of the Services.
  • Supplier shall be maximization of first call resolution to Service desk Service Request.
  • Supplier shall provide timely End User Assistence for Service desk Service request.
  • Supplier shall implement and maintain a service Desk for purchase that will support all purchase stakeholder in Bahasa Indonesia and English.
  • Supplier shall work with and interface with all fuctions under each Service regardies of the provide of application maintenance and development service.
  • Supplier shall work with and interface with the Purchase or the Purchaser’s designated provider of application maintenance and other support fuctions.
  • Supplierwill provide toll free service for service Desk such tha local callers do not incur long distance charges to reach the Service Desk.
  • Supplier shall provide and use the appropriate resource, documentation, report call management and problem management systems and tools, procedures and management methodologies to administer, comprehensively manage, and reliable support the provision aof Service Desk Services.
  • Supplier will provide level 1)single point of contact for service request, incedent and problem)
  • Support for stakeholder Purchaser Equitment end Purchaser Software.

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Job Detail

  • Job Id
    38f5897bce38d5a2
  • Location
    Jakarta
  • Company
    Mitra Integrasi Informatika
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

Contact Mitra Integrasi Informatika

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