Service Desk  

2. Job Description:

• Handle IT incidents and service requests from users through the ticketing system.
• Provide technical support to users, both onsite and remotely.
• Perform hardware (laptop/PC) and software troubleshooting.
• Install, configure, and troubleshoot applications and software.
• Manage account and access management (password reset, user unlock, domain join).
• Provide basic network support, including internet connectivity issues.
• Use remote support tools to assist users.
• Perform hardware and software maintenance.
• Create technical documentation and support reports.
• Apply IT security awareness in daily operations.

1. Requirements:

• Minimum Bachelor’s degree (S1) in Informatics Engineering or related field.
• Experience as a Service Desk / IT Support is preferred.
• Strong analytical and planning skills.
• Good communication and presentation skills.
• Excellent problem-solving skills.

Operating System

• Good understanding of Windows OS (installation, updates, and basic troubleshooting).

Networking Basics

• Basic knowledge of networking: IP Address, DNS, DHCP, Ping, Traceroute, Internet connectivity troubleshooting.

Account & Access Management

• Understanding of Active Directory: Password reset, User unlock, Domain join.

Hardware & Peripheral

• Ability to troubleshoot laptops and PCs.

Software & Application Support

• Experience in installation, configuration, and troubleshooting of applications.

Ticketing & ITSM Tools

• Experience using ticketing systems / ITSM tools.

Remote Support

• Familiar with remote support tools.

Security Awareness

• Basic knowledge of cybersecurity, including: Phishing awareness, Password policies, Device encryption.

Documentation & Reporting

• Ability to create technical documentation and reports.