Job description for IT Helpdesk at Dikshatek Indonesia
Working Hours:
Monday – Friday, 08.00–20.00 WIB
Core Responsibilities:
- Incident Management: Receiving, logging, categorizing, and resolving user-reported issues (hardware, software, network, access).
- First-Level Support: Acting as the first point of contact for IT-related queries and troubleshooting common problems.
- Ticket Management: Creating, updating, prioritizing, and closing support tickets in a ticketing system (e.g., ServiceNow, Jira Service Desk).
- Escalation: Routing complex or unresolved issues to second/third-level support teams with proper documentation.
- Password & Account Management: Resetting passwords, unlocking accounts, and provisioning/deprovisioning user access.
Other Responsibilities:
- Providing clear, professional communication to end users (via phone, email, or chat).
- Documenting solutions and workarounds in a knowledge base.
- Keeping users informed on ticket status and resolution timelines.
- Continuously learning to stay updated on new tools and technologies.
