IT Helpdesk Specialist - First Response & SLA Tracking

PT. Metrodata Electronics, Tbk; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 33,480,000 - 61,380,000; Full time

Job summary

PT. Metrodata Electronics, Tbk is seeking an IT Helpdesk specialist in Surabaya to handle initial incident responses and service requests. You will log tickets, analyze issues, dispatch to the proper teams, and monitor SLA performance monthly.

The ideal candidate has at least a diploma and 1 year in IT support, with solid fundamentals in PCs, OS, office apps, and basic networking. Strong communication and documentation are essential for success.

Qualifications

• D3 Diploma or S1 Degree from Informatic Science or Related.
• Minimum 1 year experience as Helpdesk or IT Support.
• Knowledge of installing, troubleshooting, and maintaining end-user devices (PC, notebook, printer).
• Knowledge of OS installation and troubleshooting and standard office apps.
• Basic networking knowledge (LAN, WAN, VPN, TCP/IP, Internet Access, Wi‑Fi, cabling).
• Good relation and communication skill
• Good documentation

Responsibilities

• Support ticket log and first response handling for IT incidents and requests.
• Analyze incidents and requests and dispatch to related team.
• Report ticket and SLA achievement monthly.
• Escalate to the right point of contact if needed

Skills

Communication skills

Documentation

End-user support

Networking basics

Education

Diploma or Bachelor's degree in Informatics or related

Job description

PT. Metrodata Electronics, Tbk is seeking an IT Helpdesk specialist in Surabaya to handle initial incident responses and service requests. You will log tickets, analyze issues, dispatch to the proper teams, and monitor SLA performance monthly.

The ideal candidate has at least a diploma and 1 year in IT support, with solid fundamentals in PCs, OS, office apps, and basic networking. Strong communication and documentation are essential for success.