Service Desk

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

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