IT Helpdesk

Job Description :

• Monitor and manage IT support tickets through the ticketing system.
• Receive, record, categorize, and prioritize user incidents and service requests.
• Provide first-level support and troubleshooting for hardware, software, network, and application issues.
• Ensure tickets are handled and resolved within the agreed SLA.
• Follow up on pending tickets and coordinate with the relevant IT teams for escalation.
• Maintain accurate and complete ticket documentation, including troubleshooting steps and resolution details.
• Monitor ticket status, aging, and SLA compliance.
• Provide regular updates to users regarding ticket progress and resolution.
• Prepare daily/weekly ticketing reports and support performance monitoring.
• Identify recurring issues and escalate them for further investigation and problem management.

Requirement:

• Bachelor’s Degree or Diploma in Information Technology, Computer Science, or a related field.
• 1+ year of experience in IT Helpdesk, Service Desk, or IT Support.
• Fresh graduated are Welcome to Apply.
• Familiar with IT ticketing systems and ITIL/ITSM processes.
• Basic knowledge of hardware, software, Windows OS, networking, and troubleshooting.
• Good communication and customer service skills.
• Strong attention to detail and ability to manage multiple tickets based on priority and SLA.
• Willing to work shifting.
• Placement in Tangerang.

Skills: Ticketing System, Technical Support, Network Troubleshooting, Troubleshooting, IT Support, Help Desk, Hardware Maintenance