IT Helpdesk Shifting

MateCareer; Jakarta Pusat; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

MateCareer in Jakarta is seeking a proactive IT support specialist to respond to telephone, email, and in-person requests for computer systems, software and hardware assistance. You will document, track, and examine problems to ensure timely solutions and follow up with customers until full resolution.

Responsibilities include using a ticketing system to log incidents, reviewing service requests for regulatory compliance, writing how-to guides when needed, and delivering Monthly Status Reports.

Qualifications

• Experience providing technical support for computer systems, software and hardware.
• Ability to ask relevant questions to diagnose problems and determine root causes.
• Strong documentation and formal reporting skills.

Responsibilities

• Respond to calls, emails, and in-person requests for technical support.
• Document, track, and examine problems to ensure timely solutions.
• Submit Monthly Status Reports and ensure regulatory compliance.
• Write and update how-to guides as needed.
• Follow through with customers to ensure full resolution.

Skills

Technical support

Customer service

Troubleshooting

Problem diagnosis

Documentation

Tools

Ticketing system

Monthly Status Reports

Job description

• Responds to telephone calls, e- mail, and personal requests for technical support related to computer systems, software and hardware
• Documents, tracks, and examine problems to ensure timely solutions
• Review service request from user to make sure complied with regulation
• Troubleshooting and diagnosing system errors and other issues problems related to computer systems, software, and hardware
• Ensures to submit Monthly Status Reports (MSRs)
• Writes how-to-guides, editing, and revising it with updated information when necessary
• Provides technical assistance for questions and problems
• Follows through with customers to ensure full resolution of issues
• Asks relevant questions to determine nature of problem
• Input any incident & request from customer to ticketing system