Service Desk

PT Kairos Utama Indonesia; Jakarta Selatan; On-site; IDR 78,120,000 - 133,920,000; Full time

Benefits offered by this job

Fasilitas medis

Job summary

PT Kairos Utama Indonesia mencari staf Helpdesk IT untuk menangani insiden, permintaan layanan, dan dukungan end-user di Jakarta Selatan. Peran ini melibatkan navigasi ITSM & ITIL, troubleshooting dasar, dan eskalasi ke tim teknis yang lebih senior saat diperlukan.

Anda akan bekerja secara onsite dengan fokus pelayanan pelanggan, pemantauan SLA, dokumentasi tiket, serta pembuatan laporan kinerja rutin. Kandidat yang komunikatif, analitis, dan berorientasi solusi sangat didorong melamar.

Qualifications

• Memahami ITSM dan ITIL.
• Pengetahuan Windows OS, Microsoft 365, jaringan dasar, serta troubleshooting IT.
• Familiar dengan alat tiket (ServiceNow, Jira, ManageEngine) atau setara.
• Keterampilan komunikasi, analitis, dan pemecahan masalah.
• Berorientasi pelanggan dengan rasa tanggung jawab yang kuat.
• Mampu bekerja secara kolaboratif di lingkungan cepat.

Responsibilities

• Menjadi SPOC untuk insiden dan permintaan layanan TI.
• Menerima, mencatat, mengkategorikan, memprioritaskan, dan melacak tiket melalui sistem ITSM.
• Menawarkan troubleshooting tingkat pertama dan penyelesaian masalah.
• Menevorkan isu ke tim dukungan tingkat 2/3 saat diperlukan.
• Memantau kemajuan tiket untuk memastikan kepatuhan SLA.
• Memberikan dukungan teknis end-user secara remote maupun onsite.
• Menjaga komunikasi yang tepat waktu dan profesional dengan pengguna akhir.
• memberikan pembaruan rutin tentang status insiden dan permintaan layanan.
• Menjaga skor CSAT yang tinggi.
• Mengidentifikasi masalah berulang dan merekomendasikan perbaikan layanan.
• Memelihara catatan tiket dan dokumentasi troubleshooting.
• Mengembangkan dan memperbarui knowledge base dan SOP.
• Menyiapkan laporan kinerja harian, mingguan, bulanan.
• Dukungan inisiatif peningkatan berkelanjutan.
• Mengikuti kebijakan TI, prosedur, dan standar keamanan.

Skills

ITSM knowledge

ITIL fundamentals

Windows OS

Microsoft 365

Networking basics

Troubleshooting

Communication skills

Analytical thinking

Team collaboration

Security awareness

Education

S1 (Sarjana)

Tools

ServiceNow

Jira

ManageEngine

Active Directory

VPN

Job description

DESKRIPSI PEKERJAAN

Role Responsibilities:

A. Incident & Service Request Management

• Act as the Single Point of Contact (SPOC) for IT-related incidents and service requests.
• Receive, record, categorize, prioritize, and track tickets through the ITSM system.
• Provide first-level troubleshooting and resolution.
• Escalate unresolved issues to the appropriate technical support teams (Level 2/Level 3).
• Monitor ticket progress to ensure SLA compliance.

B. End-User Technical Support

• Provide technical assistance for hardware, software, applications, and network connectivity.
• Support Microsoft 365, Outlook, Teams, VPN, and other corporate applications.
• Assist users with account access, password resets, and basic IT security issues.
• Deliver remote and onsite technical support when required.

C. Service Quality & User Satisfaction

• Ensure timely and professional communication with end users.
• Provide regular updates on incident and service request status.
• Maintain high Customer Satisfaction (CSAT) scores.
• Identify recurring issues and recommend service improvements.

D. Documentation & Reporting

• Maintain accurate ticket records and troubleshooting documentation.
• Develop and update knowledge base articles and standard operating procedures (SOPs).
• Prepare daily, weekly, and monthly service desk performance reports.
• Support continuous improvement initiatives.

E. IT Governance & Compliance

• Follow established IT policies, procedures, and security standards.
• Ensure compliance with ITIL-based service management practices.
• Support IT audits and operational compliance requirements.

KUALIFIKASI MINIMUM

Role Requirements:

• Good understanding of IT Service Management (ITSM) and ITIL fundamentals.
• Knowledge of Windows OS, Microsoft 365, basic networking, and IT troubleshooting.
• Familiarity with ticketing systems (ServiceNow, Jira, ManageEngine, or equivalent).
• Strong communication, analytical, and problem-solving skills.
• Customer-oriented mindset with a strong sense of ownership.
• Ability to work collaboratively in a fast-paced environment.

Skill Set Requirements:

• Good knowledge of Windows Operating Systems and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Excel &a PowerBI
• Basic understanding of IT infrastructure, networking (LAN, WAN, VPN, TCP/IP, DNS, DHCP), and connectivity troubleshooting.
• Familiarity with IT Service Management (ITSM) tools and ticketing systems.
• Understanding of ITIL Framework, Incident Management, Service Request Management, and SLA.
• Ability to troubleshoot hardware, software, printers, and end-user devices.
• Basic knowledge of Active Directory, user account management, and access permissions.
• Understanding of IT security policies and data protection practices.
• Ability to prepare technical documentation and operational reports.

RINGKASAN PERKERJAAN

• *SPESIALISASI**: IT and Software
• *PENDIDIKAN MINIMAL**: S1 (Sarjana)
• *SISTEM KERJA**: On-site
• *TIPE PEKERJAAN**: Contractual
• *LOKASI**: South Jakarta, DKI Jakarta, Indonesia
• *INDUSTRI**: Information Technology / IT
• *SITUS PERUSAHAAN**: https://kairos-it.com/

FASILITAS & BENEFIT

• Fasilitas: med_ins

TENTANG PERUSAHAAN

PT Kairos Utama Indonesia, founded in 2005, is an IT Services Company.
Our competent IT professionals have philosophy that knowledge is not only in knowing-how but also knowing-why. They stretch themselves, never content to rest on status quo but anticipate future development and trends, hence continuously create value for business and society. Kairos has been involved in numerous strategic projects for companies in the Oil & Gas, Finance, and Telecommunications sectors, as well as the Public Sector.

Join us and build your career with PT Kairos Utama Indonesia. Explore more opportunities on bit.ly/KairosCareer