Incident Management Officer

Date Posted: Posted30+ hari yang lalu
Salary:
Jakarta
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Job Description

For incident in general:
Handling escalations of issues associated with incident. Customers may escalate incidents handling at any time.

Handling and resolving any day-to-day process issues or exceptions.

Reviewing and conducting a trend analysis on closed incident; identifying and conducting a Root Cause Analysis for any negative trends; defining any required process improvements; and identifying any process compliance issues.

For individual incident:
Opening an incident record

Updating the incident record to reflect the current status of the incident

Assigning the incident to a Incident Resolver

Analyzing the incident and performing incident determination

Performing incident recovery

Developing a permanent solution for the incident

Performing a Root Cause Analysis for the incident

Implementing the permanent solution

Closing the incident record
Candidate must possess at least Bachelor's Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent

At least 1-3 Year(s) of working experience in the related field is required for this position.

Excellent understanding of operating systems maintenance

Require strong analytical & effectively able to troubleshoot & prioritize needs, requirements and other issues

Have excellent teamwork, ownership, and conflict management skills.

Must be committed to continuous learning and system development because of the developing nature of technology

Good in respond to request for technical assistance in person, via phone, electronically.

Good in research question using available information resources.

Able to follow standard help desk procedures and log all help desk software.

Good in redirect problem to appropriate resources.

Able to identify and escalate situations requiring urgent attention.

Able to track and route problem and requests and document resolutions.

Good in prepare activity reports.

Preferably Staff (non-management & non-supervisor) specialized in IT/Computer - Hardware or equivalent.

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Job Detail

  • Job Id
    4d05ddb366dff289
  • Location
    Jakarta
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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