IT Service Desk Engineer

Unit4; Daerah Khusus Ibukota Jakarta; On-site; IDR 200,000,000 - 300,000,000; Full time

Job summary

An innovative global software firm is seeking a Service Desk Engineer to provide top-notch IT support. In this role, you will be the main point of contact for end users, addressing their operational questions and IT service requests. You will ensure a productive work environment by resolving issues via various communication channels and triaging unresolved tickets to the appropriate teams. This position offers the chance to grow within a supportive company that values autonomy and personal development, along with an unlimited vacation policy. Join a vibrant team that encourages learning and participation in social events while making a significant impact in the tech industry.

Benefits

Unlimited Vacation Policy

Social Events Participation

Personal and Professional Growth Opportunities

Qualifications

• 2-3 years of experience in a similar position.
• Strong communication skills in English, both oral and written.

Responsibilities

• Support users via phone, chat, and portal on various IT topics.
• Analyze calls/tickets and coordinate resolutions.

Skills

Communication Skills

Problem-Solving

Customer Service Orientation

IT Support

Education

Bachelor's Degree in Computer Science

Experience with Microsoft Technologies

Tools

Active Directory

O365 Apps

Intune

ITIL

Job description

Company Description

We have a fantastic opportunity within Unit4 for a Service Desk Engineer to join at our office in Jakarta. The role is carried out in afternoon and evening hours (8 hours work + 1 hour break) to cover Europe and North America regions, on a rotating schedule. During the weekend the services are provided via on-call duty, also on a rotating schedule.

Job Description

As a Service Desk Engineer, you are the point of contact for end users and their operational questions, requests, and problems regarding IT services (also applications). Within the Service Desk, you are responsible for first-line solutions to problems in the IT services.

You are responsible for keeping the work environment of the end users productive. The tickets are coming in via different communication channels like phone, chat, and the helpdesk portal. If the ticket cannot be resolved, you will triage it to the right resolution group and make sure the customer’s request is solved.

What you will do

• Supporting users by telephone, chat, portal in a broad area of IT topics like workstation, applications, telephony and network;
• As the SPOC for end users, analyzing the call or ticket and determines how and with whom it can best being solved;
• Registering, solving, communicating, coordinating and following up incidents and problems;
• Communication with end users and back end departments;
• Preparing and providing information (manuals, explanations, presentation) for users and internal IT usage.

Qualifications

Who are you

• Excellence communication skills both oral, writing and listening in English.
• Bachelor degree in Computer Science or demonstrable experience, with focus on Microsoft technologies. Knowledge on Active Directory and O365 Apps are a must. Knowledge on Entra ID, Intune and ITIL are very good to have.
• At least 2-3-year experience in a similar position.
• Highly service oriented to ensure a high customer satisfaction.

Additional Information

We offer

A chance to participate in the development of a leading global software firm. You have the opportunity to work within an organization that gives you the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment with enthusiastic colleagues who like to learn from each other.

At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work; we trust you on delivering results - thus, we have an unlimited vacation policy.

There is also time for you to have fun participating in social events organized by our Fun4U group, time for sports and time to be conscious about the role of women in technology with our Women at Unit4 Indonesia.

About us

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.