IT Helpdesk  

Contract Type: PKWT/Contract

Placement Location: At One of Our Clients (Jakarta Area)

Working System: Full WFO & Shifting

Technical Support: Act as the primary responder for all incoming IT support requests via ticketing systems, email, and phone.

Troubleshooting: Diagnose and resolve issues related to Windows/macOS operating systems, Microsoft 365, internal applications, and hardware peripherals (printers, monitors, etc.).

Network & Connectivity: Assist in maintaining stable network connections, including basic troubleshooting of LAN/WAN, Wi-Fi, and VPN access.

User Lifecycle Management: Manage user accounts, including onboarding/offboarding, password resets, and permission adjustments in Active Directory or Google Workspace.

Asset Management: Track and maintain an inventory of all IT assets and equipment; perform routine preventive maintenance.

Documentation: Maintain detailed records of all incidents and resolutions in the ticketing system and contribute to the internal IT knowledge base.

Escalation: Identify and escalate complex issues to Level 2 or Level 3 support teams while maintaining ownership and providing updates to the user.

Experience: Minimum of 2 years of professional experience in an IT Helpdesk, Technical Support, or Service Desk role.

Education: Bachelor’s degree or Associate degree in Information Technology, Computer Science, or a related field.

English Proficiency: Must be fluent in English (both written and verbal) with the ability to explain technical concepts clearly to diverse stakeholders.

Technical Knowledge: * Proficiency in Microsoft 365 administration and troubleshooting.

Hands-on experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk).

Solid understanding of basic networking (TCP/IP, DNS, DHCP).

Soft Skills: Exceptional customer service skills, the ability to work under pressure, and strong time-management skills.

Work Setup: Willingness to work in a shifting schedule