Job description for IT Helpdesk at PT Intikom Berlian Mustika
Job Description
- Act as the first point of contact for all IT-related user requests and incidents.
- Receive, identify, and handle IT support requests through voice and digital channels.
- Create, classify, prioritize, and manage support tickets based on the reported issue.
- Provide first-level troubleshooting and resolution for IT-related incidents.
- Escalate unresolved or complex issues to the appropriate IT support team.
- Ensure accurate and complete documentation of reported incidents, troubleshooting steps, and ticket status.
- Handle a minimum of 1,000 calls/tickets per month across combined voice and digital channels.
- Maintain an average ticket handling time of ≤ 7 minutes.
- Follow established IT service management procedures and escalation processes.
- Provide on-call support for Priority 1 (P1) incidents outside regular working hours.
Requirements
- Minimum Bachelor’s degree (S1) in Information Technology, Computer Science, Information Systems, or a related field.
- Minimum 1 - 3 years of experience in IT Helpdesk, IT Service Desk, IT Support, or a similar role.
- Strong understanding of basic IT troubleshooting and incident handling.
- Familiar with ticketing systems and IT service management processes.
- Good communication skills, both verbal and written.
- Able to handle a high volume of user requests while maintaining service quality and response time.
- Strong problem-solving and customer-service skills.
- Willing to work onsite and comply with the required working schedule.
- Willing to provide on-call support for P1 incidents outside regular working hours.
Working Hours: Monday–Friday, 08:30–17:30 WIB (On-call support for P1 incidents only outside regular working hours.)
Recruitement Process: Screening Interview-> Offline User Interview -> Psikotest -> BI Checking -> MCU -> Document Submission -> Offering -> Contract Signing -> Onboarding
Candidates who are available to join immediately are highly preferred.
