Job description for IT HELPDESK at PT Shell Infotek Indonesia (Shell Infotech)
Job Description / Responsibilities :
- Provide first-level IT support to end users for hardware, software, network, and application-related issues.
- Handle daily IT support requests, troubleshoot, and resolve technical problems related to desktops, laptops, printers, email, and other IT equipment.
- Perform installation, configuration, maintenance, and troubleshooting of Windows OS, Microsoft Office 365, and other business applications.
- Support user account management, including Active Directory, password resets, and access permissions.
- Monitor and troubleshoot LAN, Wi-Fi, VPN, and basic network connectivity issues.
- Manage IT incidents and service requests through a ticketing system, ensuring timely resolution and proper documentation.
- Provide IT support for meetings, video conferences, and other office technology requirements.
- Coordinate with the IT Infrastructure, Network, and Application teams for escalated issues.
- Maintain IT asset inventory, hardware records, and software licenses.
- Ensure compliance with IT policies, information security standards, and company procedures.
Requirements / Qualifications :
- Minimum Bachelor's Degree (S1) in Information Technology, Computer Science, Information Systems, or related fields.
- Minimum 1ā3 years of experience as an IT Helpdesk, IT Support, or Technical Support.
- Strong knowledge of Windows OS, Microsoft Office 365, Outlook, and basic troubleshooting.
- Familiar with Active Directory, user account management, and access control.
- Basic understanding of networking concepts (TCP/IP, LAN, WAN, DNS, DHCP, and VPN).
- Experienced in troubleshooting hardware, software, printers, and IT peripherals.
- Familiar with IT Service Management (ITSM), ticketing systems, and incident management.
- Good communication skills, customer-oriented, and able to provide technical support to non-technical users.
- Able to work independently and collaboratively with the IT team.
- Good analytical and problem-solving skills.
Preferred Qualifications
- Experience working in Banking, Financial Services, Insurance, or Asset Management industries.
- Familiarity with ITIL framework and IT service management practices.
- Knowledge of endpoint security, antivirus, and IT security policies.
- Experience supporting Microsoft Teams, VPN, and remote access solutions.
- Relevant certifications such as CompTIA A+, Network+, or ITIL Foundation would be an advantage.
