IT Helpdesk

Deskripsi pekerjaan IT Helpdesk 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.