Job Overview:

As an intern, you are expected to carry out key work to enable the success of the company during requests, incidents and problems raised on the systems and applications within their scope. They continually increase their expertise in various dimensions of work as they advance in their career to ensure the best customer satisfaction.

Responsibilities:

1. Ensure the Quality of SLAs

• Be aware of, respect and execute the service level agreement (SLA) rules

• Recognize, track and resolve SLAs quickly

• Ensure and respect the operational service level agreement (OLA) and support processes between teams

• Apply ITIL best practices

• Know, design, contribute to and maintain written support procedures.

• Be able to train in your preferred area.

• Document idioms and best practices.

• Know the different support groups to properly escalate tickets and ensure proper communication of incidents.

• Able to differentiate one blocking case from another (resolving IT tickets/problems)

• Understand end-user needs and help them resolve their issues using proven problem-solving methods.

• Track tickets from opening to closing and be able to debrief your activity daily.

• Know how to identify and analyze the root cause of a problem

• Know how to present all the tests carried out

• Be able to bring a subject to other teams

• Participate in post mortems and manage actions identified within its scope

• Must be Sportive/ Sports Enthusiast.

• At least a Diploma in IT or equivalent field

• A self-motivated and result-oriented individual, demonstrating proactive drive, and consistently delivers tangible outcomes through focused effort and accountability.

• You are fluent in English and Bahasa (Oral & Written)

• You are team player, open-minded and self-responsible