IT Service Desk

PT. Astra Graphia Information Technology (AGIT); Kota Yogyakarta; On-site; IDR 200,000,000 - 300,000,000; Full time

Job summary

A leading company in Yogyakarta is seeking a Technical Support Specialist to provide first-line support for hardware and software issues. The ideal candidate will have strong problem-solving skills and a solid understanding of computer systems. Responsibilities include troubleshooting, documenting interactions, and maintaining knowledge base articles. Join a dynamic team and enhance user experiences by resolving technical challenges efficiently.

Qualifications

• Strong understanding of computer hardware and software.
• Ability to identify root causes and implement solutions.

Responsibilities

• Provide first-line technical support via phone, email, or in person.
• Diagnose and troubleshoot hardware, software, and network problems.
• Document support interactions and solutions.

Skills

Problem-solving

Analytical skills

Diagnostic skills

Tools

Ticketing systems

Knowledge bases

Job description

• Provide first-line technical support to internal and external users (if applicable) via phone, email, or in person.
• Diagnose and troubleshoot hardware, software, and network problems.
• Resolve common issues independently using established protocols and knowledge base resources.
• Escalate complex or unresolved issues to senior technicians or other relevant teams.
• Document support interactions and solutions for future reference.
• Maintain and update knowledge base articles with new information and solutions.
  
  

Minimum Qualifications

• Strong understanding of computer hardware and software: This includes PCs, laptops, operating systems, networking basics, and common applications.
• Problem-solving and analytical skills: The ability to identify the root cause of technical issues and implement effective solutions is crucial.
• Diagnostic skills: Being able to troubleshoot issues systematically and efficiently is essential.
• Familiarity with troubleshooting tools and resources: Knowledge of ticketing systems, knowledge bases, and online troubleshooting resources is valuable.