Deskripsi Pekerjaan
Join the dynamic team at Microgenesis Business Systems as a Service Technical Coordinator. We are seeking a dedicated professional to lead the delivery of end-to-end technical services for our Managed Services group. In this pivotal role, you will be responsible for ensuring that Service Level Agreement (SLA) commitments are consistently met while maintaining high standards of operational excellence. You will act as the bridge between technical teams and client requirements, driving efficiency and client satisfaction.
Our ideal candidate possesses a strong technical background combined with exceptional organizational skills. You will oversee the entire service lifecycle, from initial ticket intake to final resolution, ensuring that every client interaction is handled with professionalism and precision. If you are looking for a challenging opportunity where your coordination skills can directly impact business success, we want to hear from you.
Tanggung Jawab
- Oversee and manage the end-to-end delivery of technical services for the Managed Services division.
- Monitor service performance metrics and ensure strict compliance with all SLA commitments.
- Coordinate with technical support teams to diagnose and resolve complex service issues promptly.
- Maintain accurate and up-to-date documentation of service tickets, incidents, and resolutions.
- Communicate effectively with clients to understand their technical needs and provide regular status updates.
- Conduct root cause analyses for recurring technical issues to prevent future service disruptions.
- Manage inventory and track technical assets to ensure optimal resource allocation and availability.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Minimum of 3-5 years of experience in a Service Technical Coordinator, IT Support, or Help Desk role.
- Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL practices.
- Proficiency in using ticketing systems (e.g., Zendesk, JIRA) and remote monitoring tools.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical stakeholders.
- Strong problem-solving abilities and the capacity to work under pressure in a fast-paced environment.
- Proven track record of meeting deadlines and managing multiple priorities simultaneously.