Deskripsi pekerjaan Desktop Support PT Kairos Utama Indonesia
Role Responsibilities
- Provide first and second-level support for desktop, laptop, printer, and peripheral devices.
- Install, configure, maintain, and troubleshoot operating systems, software applications, and IT equipment.
- Diagnose and resolve hardware, software, and connectivity issues.
- Support Microsoft Windows, Microsoft 365, and business applications.
- Perform user account support, password reset, and access-related assistance.
- Handle device setup, replacement, upgrade, and deployment for new or existing users.
- Perform preventive maintenance and health checks on IT assets.
- Manage IT asset inventory, including device lifecycle, tracking, and documentation.
- Provide onsite support for meeting rooms, video conferencing systems, and office IT facilities.
- Coordinate with Service Desk, Network, Infrastructure, Application, and vendor teams to resolve complex issues.
- Update ticket status and ensure all requests are completed according to SLA.
- Create and maintain technical documentation and knowledge articles.
- Ensure a high level of customer satisfaction through professional communication and timely support.
Role Requirements
Education & Experience:
- Diploma or Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or related field.
- Minimum 1–3 years of experience in Desktop Support, IT Support, or End User Computing (EUC) environment.
- Experience working in a Shared Service Center (SSC) or enterprise IT environment is preferred.
- Experience handling ticketing systems such as ServiceNow, Jira, Remedy, or similar platforms.
Skill Set Requirements
Technical Requirements:
- Strong knowledge of Windows operating systems, Microsoft 365, and common business applications.
- Ability to troubleshoot desktop, laptop, printer, and peripheral issues.
- Understanding of basic networking concepts (TCP/IP, LAN, Wi-Fi, VPN, DNS).
- Knowledge of Active Directory (AD), user access management, and Group Policy.
- Experience with endpoint management tools such as Microsoft Intune or SCCM/MECM.
- Knowledge of software installation, patching, imaging, and device deployment.
- Understanding of IT asset management and hardware lifecycle processes.
- Basic knowledge of cybersecurity and endpoint protection.
Soft Skills Requirements:
- Strong customer service mindset with excellent communication skills.
- Ability to communicate technical information to non-technical users clearly and professionally.
- Strong analytical and troubleshooting skills.
- Good time management and ability to handle multiple priorities.
- Ability to work independently as well as collaboratively within a team.
- High sense of ownership, responsibility, and attention to detail.
- Ability to work under pressure and meet Service Level Agreement (SLA) targets.
