Job description for IT Helpdesk at PT Visionet Data Internasional
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.
