Sr. Enterprise Helpdesk Specialist (Semarang & Surabaya)

iForte Solusi Infotek; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 180,000,000 - 300,000,000; Full time

Benefits offered by this job

Competitive benefits

Career growth opportunities

Fast-growing company

Job summary

SMN Group in Surabaya is seeking a seasoned Helpdesk Services Lead to manage and support our helpdesk team, ensuring timely resolution of incidents and adherence to SLAs across clients.

The ideal candidate has 5–8 years in a related field, a Bachelor's degree in telecom/CS/IT, strong leadership, communication, and English fluency. You will drive process improvements and collaborate with stakeholders to keep operations running smoothly.

Qualifications

• 5–8 years of experience in related field.
• Bachelor's degree in Telecommunication Engineering, Computer Science, or Information Technology.
• Excellent communication, reporting, and presentation skills.
• Fluent in English (written and spoken).
• Leadership, analytical, and troubleshooting skills.

Responsibilities

• Manage and support the helpdesk team.
• Monitor the ticketing system to ensure incidents meet SLAs.
• Lead cross-functional communication to resolve issues.
• Provide leadership and coaching to team members.
• Provide regular incident and service reports to customers.
• Collaborate with stakeholders to ensure smooth operations.

Skills

Leadership

Analytical

Troubleshooting

Communication

Reporting

Presentation

Interpersonal skills

Team player

English fluency

Education

Bachelor's degree in Telecommunication Engineering, Computer Science, or Information Technology

Tools

Ticketing system

Job description

About SMN Group

At SMN Group, we offer a highly inclusive, collaborative, and supportive workplace to realize your full potential. We empower our team to contribute by providing a brighter future and making an impactful transformation for our clients, people, and society. We are always looking for people with relentless energy to push themselves further and find new avenues and unique ways to reach our shared goals.

Find out more about what we do here: www.ptsmn.co.id

Placement: Surabaya | Semarang

What Will You Do:

• Responsible for managing and supporting helpdesk team
• Monitoring helpdesk/service desk ticketing system as a main tools for management of incidents and request to ensure every tickets is solved properly and meets agreed SLAs
• Lead communication across customers, support team members, or other stakeholders to facilitate the resolution of issues
• Provide leadership and coaching to team members, by outlining process alignment for the organization
• Provide regular reporting (daily, weekly, monthly etc) and incident report related service to the customer
• Analyze and review performance against SLAs per Customer and other stakeholders for continuous improvement process
• Fostering good working relationships with customers and internally
• Perform collaboration with other stakeholders by performing coordination with internal and/or external stakeholders to ensure the operational running smoothly.

What Will You Need:

• Have 5-8 years of experiences in related field
• Bachelor Degree in Telecommunication Engineering or Computer Science or Information Technology
• Have good communication, reporting and presentation skill.
• Fluent in English both written & verbal.
• Good understanding in networking technology such as OSI Layer, FTTX
• Strong Leadership, Analytical & troubleshooting skills
• Good Interpersonal and Communication skill
• Passionate to learn, hardworking, good team player
• Having certification related to Networking such as MTCNA/ CCNA/ JNCIA or ITIL is a plus

What We Offer:

• You will be part of the fastest-growing connectivity solution provider companies in Indonesia.
• You will be part of a fast-growing team that continuously strives to deliver client satisfaction.
• Competitive benefits and exceptional career experience.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.