IT Service Desk

Deskripsi Pekerjaan

Kualifikasi

• Associate or bachelor’s degree in information technology, Computer Science, or a related field preferred
• Proven experience in an IT support or service desk role, preferably in a manufacturing or industrial environment
• Strong understanding of computer hardware, software, and network troubleshooting
• Familiarity with IT service management tools (e.g., ServiceNow, JIRA)
• Excellent problem-solving and analytical skills
• Strong customer service orientation and interpersonal skills
• Ability to work independently and as part of a team
• Good communication skills, both verbal and written
• Certification such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) is a plus
• Willing to work in Bekasi, West Java

Tanggung Jawab

• Responsible for overseeing all aspects of our IT support function, ensuring that our users receive timely and effective assistance with their technology needs
• Provide first-line technical support to users, resolving a wide range of IT issues via phone, email, or in-person assistance
• Troubleshoot common hardware and software problems, following established procedures and escalation protocols for complex issues
• Reset passwords, configure basic settings, and install software as needed
• Document user interactions and problem resolutions to maintain a knowledge base
• Communicate effectively with users at all levels, both verbally and in writing, to understand their technical concerns and provide clear solutions
• Offer basic user training on new technologies or software applications
• Document procedures and FAQs to empower users to self-troubleshoot common issues
• Inventory Management and Asset Tracking: Assist with maintaining an accurate inventory of IT equipment and software licenses
• Process service requests related to IT equipment setup, relocation, and maintenance
• Continuous Learning: Stay up to date on evolving technologies by participating in training programs and workshops
• Proactively learn about new company software and hardware to better support users