Officer-Platinum Helpdesk

Indosat; Indonesia; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

Indosat is seeking a team lead for corporate MIDI services to manage fault localization, coordinate resolution, and ensure adherence to SLAs. The role involves guiding the team through level-0 troubleshooting, coordinating with internal and external parties, and delivering data-driven improvements for recurring incidents.

The candidate should have a background in telecom engineering, with relevant certifications and at least two years of telecom system experience.

Qualifications

• Bachelor degree in Telecommunication Engineering, Electrical Engineering or Information Technology Engineering.
• CCNA certification or equivalent system expertise is a plus.
• Experience in telecom operations and quality/assurance processes is preferred.

Responsibilities

• Manage the team to perform level-0 troubleshooting and escalate via ticketing system.
• Support L1 Corporate MIDI Services fault localization and handle technical problems for corporate customers.
• Ensure services meet SLA commitments and monitor MTTR and outage reduction.
• Provide data for improvement actions on recurring incidents to improve after-sales service.
• Coordinate and follow up on tickets with internal teams and third parties to meet MTTR standards.
• Supervise team performance and assist in accelerating recovery during long outages.
• Prepare and provide detailed handling process history for related teams.
• Engage with customers and related teams as part of problem resolution.

Skills

Communication skills

Analytical skills

MS Office

Education

Bachelor degree

Tools

CCNA

System experience

Job description

• Manage the team to do level-0 troubleshooting and elevate the problem by trouble ticketing system (problem identification)
• Supportfor L1Corporate MIDI Services Fault Localization and Handling any technical problem to internal Customer for Corporates Services (investigations, analysis, and problem solver)
• To make sure the services provided to the customers meet the SLA committed in the contract (monitoring MTTR and Long outage Reduction).
• Provide data for improvement actions on recurring incidentsor requested by customers to increase after-sales service of Indosat’s corporate customer.
• Operational Function
• Performing handling complaint resolution from corporate customer (especially handled by EOS) related to service degradation and or service interruption.
• Collecting and analyzing cases of resolution work which have complained by customers and make a decision and solution related to Indosat Ooredoo connectivity problem.
• Coordination, escalation and follow-up tickets within Internal and External (3rd party) based on MTTR standard.
• Supervise team properly to help its customer network complaint resolution.
• Supervise long outage analyzation to find out the way to accelerate the recovery work.
• Provide the Detail Handling Process History as requested by Related Team.
• Meeting with Customer and Related Team as part of Indosat Corporate Problem Resolution
• Improvement activities
• Providing data and Follow UP toQI and SMTeam for improvement actions on recurring incidents or requested by customers to increase after sales service of MIDI customer,
• Team Management
• Monitor and evaluate the performance of vendors or outtask to have the best supporting team. Support project monitoring implementation that impact for Corporate customer
• Responsible for team [agents] improvement hard skill and soft skill which is required by customer.

Qualification

• Background in Telecommunication Engineering, Electrical Engineering, Information Technology Engineering (minimum Bachelor degree).
• Certification on certain area (CCNA, expert of system, etc.) will be an advantage.

Experience

• Minimum 2-year experience in telecommunication system.
• Wide understanding on telecommunication systems.
• Good knowledge on quality and assurance process in telecommunication industry.
• Understand business process within related functions.
• Good understanding of project management
• Some years experiences on telecommunication system operation will be useful.

Skill

• Good written and oral communication skills.
• Strong analytical capability and skills.
• Proficient in Microsoft Office application.

Behavior Competency

• Translating strategy into action
• Accelerate business and customer.
• Cultivate networks & partnerships.
• Making a difference
• Learning agility

Location: ID

Level:

Employment Status: Permanent

Department: Group B2B Customer & Business Operation

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