Service Desk IT

Golden Agri Resources; Jakarta Pusat; On-site; IDR 180,000,000 - 320,000,000; Full time

Job summary

Golden Agri-Resources in Jakarta seeks an experienced IT Service Desk professional to act as the frontline contact for user support, managing incidents and service requests per SLA. You will handle calls, emails and web requests, diagnose problems, and coordinate with teams to ensure smooth handovers.

Requirements include a Bachelor's in Engineering (Computer/Telecommunication) and at least 5 years in IT/Network/System/Database Admin roles, preferably with GAR Group exposure.

Qualifications

• Bachelor's degree in Engineering (Computer/Telecommunication) or equivalent.
• At least 5 years of working experience in IT/Network/System/Database Admin-related roles.
• Preferably staff with specialization in IT/Computer - Network/System/Database Admin or equivalent.

Responsibilities

• Receive and record incoming calls/emails/web requests in the service desk system.
• Collect information from users, log incidents, and diagnose problems.
• Resolve incidents or escalate to level 2 support when needed.
• Coordinate with other groups to ensure seamless handovers of incidents/requests.
• Maintain knowledge base and adhere to IT policies and SOPs.

Skills

Customer service

Incident management

Technical troubleshooting

Communication

Education

Bachelor's Degree in Engineering (Computer/Telecommunication)

Job description

Job Description Summary

Act as the frontline, single point of contact with the user community for application support by managing incidents and service requests through its lifecycle from initial contact to contact closure in accordance to the Service Level Agreement (SLA).

Job Description

Receive and record incoming calls/emails/web request from end users in the service desk system. Work with users to collect information pertaining to incidents/service requests. Log incident records accurately and completely. Perform standard enquiries to the user to diagnose the problem. Analyze incidents to determine category and severity. Resolve incidents as capable and where resolution is not possible assign call to level 2 support group. Track incidents that have been handed to other delivery teams. Utilise solutions submitted into the knowledge database to resolve common issues. Communicate to end users on service interruptions when required. Work together with other support groups to ensure seamless transfer or hand-over of incidents/service requests. Be well-updated with developments in SSC scope of services in IT, HR, Procurement or Finance services. Perform services adherence to Sinarmas IT policies, guidelines, and procedures. Seek opportunities, develop and maintain knowledge. Receptive to performance and developmental feedback. Prepare the Standard Operating Procedures (SOP) required for the effectiveness and quality of the services provided. May be required to work on pre-defined shift plans and / or be on standby for operations support.

Job Requirement

Candidate must possess at least a Bachelor's Degree in Engineering (Computer/Telecommunication) or equivalent. At least 5 year(s) of working experience in the related field is required for this position. Preferably Staff (non-management & non-supervisor)s specializing in IT/Computer - Network/System/Database Admin or equivalent.

Why join us?

We are a leading, publicly-listed, global seed-to-shelf agribusiness committed to sustainable palm oil production. Our palm oil plantations cover more than 138,000 hectares (including smallholder farmers). Our primary activities are cultivating and harvesting oil palms, processing fresh fruit bunches (FFBs) into crude palm oil (CPO) and palm kernel, and refining CPO into value-added products such as cooking oil, margarine, and shortening. We own 46 mills and operate 8 downstream facilities that manage refining and kernel crushing operations, across Indonesia. Besides bulk and industrial oil, our refined products are also marketed under several brands well-loved consumer brands such as Filma and Kunci Mas. Today, these brands have been recognised for their high quality and command significant market share in their respective segments in Indonesia. Based in Jakarta, we were founded in 1962 and listed on the Indonesia Stock Exchange in 1992. A subsidiary of Golden Agri-Resources (GAR), we have Sinar Mas Oleochemical, SMART Research Institute (SMARTRI), and SMART Biotechnology Centre within our operations. Palm oil and agriculture play a significant role in meeting the growing world population's demands for sustainable and innovative solutions to nutrition, energy and personal care products. As a leading global seed-to-shelf agribusiness, we want talents who are ready to overcome future challenges in this sector, and be part of sustainably feeding and fueling generations.