IT Helpdesk Specialist - Support & Service Coordination

PT Griya Mitra Persada

Jakarta Utara

On-site

IDR 72,000,000 - 108,000,000

Full time

7 days ago

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Benefits offered by this job

Medical

Miscellaneous allowance

Monthly incentive

Quarterly reward

Yearly reward

Job summary

PT GRIYA MITRA PERSADA seeks an IT Helpdesk & Services professional to be the first point of contact for customer and internal inquiries related to IT products. You will handle complaints, record requests, and coordinate with the technical team for timely resolution.

Fresh graduates are welcome, or candidates with at least 1 year of IT support experience. Strong Windows, basic networking, and excellent communication are essential for delivering solid customer service.

Qualifications

Minimum Diploma D3 or Bachelor’s Degree in Computer Science, Information Technology, Information Systems, or a related field.
Fresh graduates are welcome to apply, or candidates with at least 1 year of experience in IT Support or IT Helpdesk.
Proficient in Windows operating system installation and troubleshooting, as well as commonly used workplace applications.
Have a basic understanding of computer networking, including TCP/IP, LAN, and DNS.
Possess good communication skills, patience, and a strong customer service-oriented mindset.

Responsibilities

Customer & Sales Support, Receive and respond to customer and Sales requests or complaints, Act as the first point of contact for complaints related to IT products sold by the company, Identify and collect initial information related to complaints, Provide an initial response to the customer/Sales and communicate the next steps of the handling process, Perform basic troubleshooting based on available knowledge and documentation before escalating the issue to the Technical Team or Vendor/Service Center
Service Request & Complaint Handling, Create and record every complaint/service request in a structured manner, Categorize and prioritize complaints based on their level of urgency and impact on the customer, Escalate issues to the Engineer/Technical Team when further troubleshooting or technical action is required, Ensure that every complaint has a clear and up-to-date status
Warranty Claims & Vendor Coordination, Submit warranty claims, prepare all required documents and information for the warranty claim process, Coordinate and follow up regarding, monitoring.
Coordination with the Technical Team
Pending Service Monitoring, Create and maintain a Service Pending List, monitor all service activities that have not yet been completed, Identify the reasons for pending services.