Overview
Officer-Platinum Helpdesk Jobs in Jakarta Metropolitan Area at PT. Indosat Tbk
Title: Officer-Platinum Helpdesk
Company: PT. Indosat Tbk
Location: Jakarta Metropolitan Area
Role Purpose:
- Manage the team to do level-0 troubleshooting and escalate the problem by trouble ticketing system (problem identification)
- Support for L1 Corporate MIDI Services Fault Localization and Handling any technical problem to internal Customer for Corporates Services (investigations, analysis, and problem solver)
- To make sure the services provided to the customers meet the SLA committed in the contract (monitoring MTTR and Long outage Reduction).
- Provide data for improvement actions on recurring incidents or requested by customers to increase after-sales service of Indosat’s corporate customer.
Key Activities:
1.Operational Function
- Performing handling complaint resolution from corporate customer (especially handled by EOS) related to service degradation and or service interruption.
- Collecting and analyzing cases of resolution work which have complained by customers and make a decision and solution related to Indosat Ooredoo connectivity problem.
- Coordination, escalation and follow-up tickets within Internal and External (3rd party) based on MTTR standard.
- Supervise team properly to help its customer network complaint resolution.
- Supervise long outage analyzation to find out the way to accelerate the recovery work.
- Provide the Detail Handling Process History as requested by Related Team.
- Meeting with Customer and Related Team as part of Indosat Corporate Problem Resolution
2.Improvement activities
- Providing data and Follow UP to QI and SM Team for improvement actions on recurring incidents or requested by customers to increase after sales service of MIDI customer,
3.Team Management
- Monitor and evaluate the performance of vendors or outtask to have the best supporting team. Support project monitoring implementation that impact for Corporate customer
- Responsible for team [agents] improvement hard skill and soft skill which is required by customer.
Qualification:
- Background in Telecommunication Engineering, Electrical Engineering, Information Technology Engineering (minimum Bachelor degree).
- Certification on certain area (CCNA, expert of system, etc.) will be an advantage.
Experience:
- Minimum 2-year experience in telecommunication system.
- Wide understanding on telecommunication systems.
- Good knowledge on quality and assurance process in telecommunication industry.
- Understand business process within related functions.
- Good understanding of project management
- Some years experiences on telecommunication system operation will be useful.
Skill :
- Good communication skills.
- Good written and oral communication skills.
- Strong analytical capability and skills.
- Proficient in Microsoft Office application.
- Proficient in English.
Behavior Competency:
- Translating strategy into action
- Accelerate business and customer.
- Decisiveness
- Cultivate networks & partnerships.
- Making a difference
- Learning agility
