as IT Service Support(Contingent Staff)

- As a Single point of Contact for customers within Asia Pacific region countries(Main Country Indonesia)
- Provides 1st and 2nd level incident management and case handling through to successful resolution on in-scope products, services and processes for supported customers. (SLA)
- Instils confidence in the customer by taking ownership and restoring normal service operation for all reported incidents as quickly as possible, and with minimal impact to the customers business.
- As First Line Help for SAP Account Administration, SAP Front END and SAP Know How.
- As First Line Help for NT Account Administration, Network Administration, Configuration, IMAC and All Application Know How.
- As First Line Help for Unix, RACF Account Administration.
- Undertakes all defined steps for information gathering prior to dispatching to another skill group. Follow scripts where appropriate.
- Capable of maintaining a high resolution rate whilst working to service level agreements.
- Works with other skill groups to identify potential problems before disruption occurs to the customer environment and escalates to Service Desk Team Leader.
- Provides personal punctuality, adherence to rosters, break times and meeting agent benchmarking statistics.
- Assist Service Desk Team Leader with additional tasks as required.
- Manage and log calls into our Global Case Management system.
- Monitor and respond to customer emails reporting problems.
- Help user to Trouble shoot Ericsson Standard Operating System (Eg Microsoft Office, All Windows, SAP, RACF, etc)
- Understand and provide thought leadership in regards to customer IT Operations (general components/ complexity/ technical currency, challenges, role in business strategy, investment plans)
As SAP Front Line Support
- Installation SAP GUI - maintain installation - check compatibility
- Handling Request from Customer to develop Customize Report and escalate it to respective team.
- Check the system landscape on the basis of a daily check procedure
- User management (Role Assignment, unlock, password)
- SAP Printer management
- SAP Job monitoring
- Write monitoring report (report and keep track of important changes)
- Backup verification and take corrective action
- Escalate the Problem that cant be solved by Front line to Appropriate Level.