Helpdesk - Service Desk- Incident & Problem Management Asst and Queue Management



    HTC Global Services is expanding and have a mass hiring to be based in our MNC Client in Jakarta, Indonesia. We are looking for a qualified candidates like you.

    Location: Jakarta Indonesia
    Here below the OPEN Positions:
    Queue Management
    1)Follow up on  To be Breached tickets and Incident resolution SLA are met monthly
    2) Handle  Sev3 incidents from ISAT Management and Business PICs  and track them E2E for closure
    3) Tracking of High pending incidents and working with the various resolver groups to identify root cause and apply preventinve actions
    4) Reporting of ticket pendency and SLA as per resolver grp
    5) Ticket compliance audit and feedback and actions with the resolver grp
    Preferred experience:
    1) 3 resources with queue management experience - with minimum 2 years experience in Help desk or service desk
    2) 1 resource for compliance and reporting - more than 3 years experience in workiong with cross functional
    Incident & Problem Manager ( M)
    1) Responsible for handling high severity tickets ( sev1 and sev2)  within required resolution time
    2) Drive incident resolution across the resolver team
    3) Lead and ensure Root cause analysis  completed for Problem tickets
    4) Work with the  High severity incident Management team for the incident tickets
    Preferred Experience :
    1) Incident Manager/ Problem manager   experience  - of at least  4 years
    2) Total Experience of at least -  9 years
    Interested candidates may click the APPLY Button or send their updated resume in a WORD format to geraldine dot lopez at htcinc dot com with the following personal details:
    Email Id
    Phone no
    Applied for the Role of
    Current location
    Notice period
    Current Salary
    Expected Salary
    Your application will be reviewed and will be called by our Recruitment Team for prescreening.

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        Jakarta, Indonesia

        Deskripsi Perusahaan

        HTC Global Services
        Established in 1990, HTC Global Services is an Inc. 500 Hall of Fame company and one of the fastest growing Asian American companies in the US with headquarters in Troy, Michigan. A global provider of IT Solutions and Business Process Outsourcing services, HTC�s client base spans several Global 2000 organizations. HTC is committed to providing solutions that translate into tangible business outcomes for our customers. HTC manages IT environments, IT applications, and business processes of customers, focusing on providing transformational benefits.
        We are a global IT solutions provider adding value to our clients and people through emerging technologies. We are dedicated to the success of our clients, employees, business partners, suppliers, community, and stakeholders.

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