IT Helpdesk

Qualification:

• Diploma degree majoring in Management/ Telecommunication / Computer Engineering / Electrical Engineering / Informatics or other related majors;
• Preferably 1 year of experience in a similar role.
• Fresh graduates are welcome to apply.
• Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace (Docs, Sheets, Slides).
• Skilled in archiving documents neatly and comprehensively. Motivated for development, honest and highly initiative.
• Familiarity with helpdesk ticketing system is a plus.
• Knowledge of basic networking, remote desktop tools, troubleshooting hardware and software issues is a plus.
• Strong communication and interpersonal skills.
• Problem-solving mindset.
• Ability to work in team collaboration.
• Ability to work under pressure.
• Patience and customer service orientation.
• Willing to work in the shift work system.

Job Description:

• Act as the first point of contact for customers complaints/problems via internal (Engineer/Project Manager/Project Coordinator) or customers.
• Coordinate with the Engineering or Technical Support team regarding the customer complaints/problems.
• Managing inquiries/opportunities from any customers.
• Create, monitor, and close the tickets in the Ticketing System.
• Manage and ensure the Service Level Agreement (SLA) meets the customer requirements.
• Create activity and work report Perform and manage customer satisfaction surveys and forward to the appropriate internal teams.
• Conduct regular internal audits according to the Ticketing System.
• Perform other tasks related to Customer Support Center (CSC) as needed.