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Ms Service Desk Coordinator

Ms Service Desk Coordinator
Company:

Ntt Ltd.


Place:

Jakarta


Job Function:

Customer Service

Details of the offer

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential. The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential. Want to be a part of our team?"The MS Service Desk Coordinator is the entry level position in the MS Service Desk job family. Their primary objective is to manage and monitor the requests of specific client bases in NTT. Radford reference: ""Responds to in-bound, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through out-bound calling. Survey Tip: Employees reported to this position are typically first tier customer support, with a narrow scope of responsibility.""" Working at NTT • Single point of contact for any IT Incidents, and point of coordination between users and several IT support group • Driving and maintaining incident process and associated procedures • Producing incident information, including incident report and information as requested • Broadcast all incident-related information to respective recipients based on agreed Process • Follow up Incident root cause and report Sequence of Incident event both to Local and Regional management • Escalation process if there is a problem or incident by follow up thru email and sms notification following based on Group Procedures and PD list • Bridging users, IT Helpdesk and IT Support for incident updated informations • Handle queries/tickets and provide solution to the issue/escallate to Support • Log ticket for any IT incident or based on request from user by mail /phone • Send confirmation ticket closure to requestor based on resolved ticket list following the procedure of ticket Closure on Problem Management • Closed ticket based on user confirmation • Send out Daily Dashboard, Voice Report and HD Ticket Aging • Good English communication verbal and written • Follow standard Incident Management procedures • Prepare and Review Broadcast Priority Notifications What will make you a good fit for the role? Standard career level descriptor for job level: • Uses skills and policies to complete work • Work is semi-routine • Occasionally deviates from routine • Can complete own routine work • Gets instructions on new work only • Typically requires moderate level of related experience


Source: Whatjobs

Requirements


Knowledges:
Ms Service Desk Coordinator
Company:

Ntt Ltd.


Place:

Jakarta


Job Function:

Customer Service

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