IT Helpdesk

Esha Parama Technology; Daerah Khusus Ibukota Jakarta; On-site; IDR 66,960,000 - 122,760,000; Full time

Job summary

A leading tech company in Jakarta seeks an IT Support Specialist to manage IT services and assist end users effectively. Responsibilities include administering the ITSM tool, providing first-level support, identifying and resolving incidents, managing user access, and ensuring high-quality service delivery. The ideal candidate should have strong problem-solving skills and a commitment to enhancing user experience in the organization.

Responsibilities

• Administer ITSM Tool and manage improvement ideas.
• Provide end user support for technical issues.
• Identify and resolve first-level incidents before escalation.
• Address problems and propose resolutions for the company.
• Deliver reliable services ensuring user satisfaction.
• Manage user accounts and access effectively.
• Categorize incidents and connect users with the right engineers.
• Categorize incidents and route to the right engineer; treat as a problem when raised.

Job description

Overview

Key Measures and Activities outline responsibilities related to ITSM and end-user support, including incident handling, problem identification, service delivery, and access management.

Responsibilities

• Administering, managing, and addressing improvement ideas accordingly in terms of ITSM Tool.
• End user support.
• Identify incidents or requests from users at 1st level and resolve where possible prior to escalation to 2nd level.
• Identify and address problems and provide ideas and resolution opportunities for the company.
• Deliver reliable services to the end user.
• Identify and address every availability and capability service which could be provided to the end user.
• User Access Management: Manage user accounts accordingly.
• Categorize and address incidents pointing to the right engineer and resolve immediately; consider as a problem when raised.