Deskripsi Pekerjaan

1. End User Support • Provide L1 (Level 1) support coverage through ticket management, ensuring timely resolution of incidents. • Diagnose and resolve user-reported issues; escalate as necessary to higher support tiers or development teams. • Facilitate bug reporting and feature request tracking, ensuring feedback is documented and prioritized. • Oversee user account management, including provisioning, access requests, and permissions updates. • Process and coordinate training requests from internal teams or end users. 2.User Enablement • Conduct user onboarding sessions to ensure smooth adoption of tools and systems. • Maintain and distribute user adoption reports, tracking engagement metrics and identifying areas for improvement. • Support ongoing communication through newsletters and updates on new features, releases, or best practices. •Develop and maintain e-learning materials and training content. • Conduct and analyze user feedback surveys to improve processes and support delivery. 3. Operations Management •Manage incident response processes, including escalation paths and root cause documentation. • Perform project retrospective reviews to identify lessons learned and improvement opportunities.