Act as the frontline, single point of contact with the user community for application support by managing incidents and service requests through its lifecycle from initial contact to contact closure in accordance to the Service Level Agreement (SLA).
Receive and record incoming calls/emails/web request from end users in the service desk system.
Work with users to collect information pertaining to incidents/service requests. Log incident records accurately and completely.
Perform standard enquiries to the user to diagnose the problem.
Analyze incidents to determine category and severity.
Resolve incidents as capable and where resolution is not possible assign call to level 2 support group.
Track incidents that have been handed to other delivery teams.
Utilise solutions submitted into the knowledge database to resolve common issues.
Communicate to end users on service interruptions when required.
Work together with other support groups to ensure seamless transfer or hand-over of incidents/service requests.
Be well-updated with developments in SSC scope of services in IT, HR, Procurement or Finance services.
Perform services adherence to Sinarmas IT policies, guidelines, and procedures.
Seek opportunities, develop and maintain knowledge. Receptive to performance and developmental feedback.
Prepare the Standard Operating Procedures (SOP) required for the effectiveness and quality of the services provided.
May be required to work on pre-defined shift plans and / or be on standby for operations support
Candidate must possess at least a Bachelor's Degree in Engineering (Computer/Telecommunication) or equivalent.
At leas 5 year(s) of working experience in the related field is required for this position.
Preferably Staff (non-management & non-supervisor)s specializing in IT/Computer - Network/System/Database Admin or equivalent.
"Our company has never levied any fees for the recruitment process nor has it required to order tickets and accommodation through a certain travel agent or certain person"
PT SMART Tbk (SMART) / Sinar Mas Agribusiness and Food adalah salah satu perusahaan publik produk konsumen berbasis kelapa sawit yang terintegrasi dan terkemuka di Indonesia yang berkomitmen pada produksi minyak sawit yang berkelanjutan.
Perkebunan kelapa sawit SMART mencakup 137,000 hektar (termasuk plasma). Aktivitas utama kami adalah penanaman dan pemanenan pohon kelapa sawit, pengolahan tandan buah segar (TBS) menjadi minyak sawit (CPO) dan inti sawit, dan pemrosesan CPO menjadi produk bernilai tambah seperti minyak goreng, margarin, shortening, biodiesel dan oleokimia, serta perdagangan produk berbasis kelapa sawit ke seluruh dunia. SMART juga mengoperasikan 16 pabrik kelapa sawit, 4 pabrik pengolahan inti sawit dan 4 pabrik rafinasi di Indonesia.
Selain minyak curah dan industri, produk turunan SMART juga dipasarkan dengan berbagai merek seperti Filma dan Kunci Mas. Saat ini, merek-merek tersebut diakui kualitasnya dan memiliki pangsa pasar yang signifikan di segmennya masing-masing di Indonesia.
Didirikan tahun 1962, SMART tercatat sahamnya di Bursa Efek Indonesia sejak tahun 1992 dan berkantor pusat di Jakarta. Sebagai anak perusahaan dari Golden Agri-Resources (GAR), SMART juga mengelola kegiatan usaha di sektor oleokimia, dibawah Sinar Mas Oleochemical, SMART Research Institute (SMARTRI), dan SMART Biotechnology Centre sebagai bagian dari kegiatan operasionalnya.
