Deskripsi pekerjaan IT Service Management PT Achiera Global Utama
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field.
- Minimum 2 years of experience in IT Operations, Service Desk, or Incident Management.
- Strong understanding of IT Service Management and AXELOS ITIL best practices.
- Professional ITSM/ITIL certification is required or preferred.
- Good understanding of Incident Management and SLA Management processes.
- Experience using IT ticketing and service management systems.
- Strong documentation and reporting skills.
- Good communication and cross-functional coordination skills.
- Able to work in an SLA-driven operational environment.
Responsibilities
- Monitor and summarize daily IT incidents.
- Review incident tickets based on priority and SLA compliance.
- Ensure incident handling processes are executed in accordance with operational procedures.
- Coordinate with infrastructure, application, network, and vendor teams during incident resolution.
- Prepare periodic incident reports (daily, weekly, and monthly).
- Identify open tickets and recurring incidents that may indicate potential problems.
- Ensure all incident handling activities are properly documented in the ticketing system.
- Develop and maintain knowledge management/knowledge base documentation.
- Provide recommendations for IT service improvement based on incident trends and analysis.
