IT Help Desk (Bandung Area) - Mille ERP Solution

About us

PT. LAKES KONSTELASI DATA is a leading information technology and communications company dedicated to providing innovative solutions and exceptional support services to our clients. We specialise in enterprise resource planning (ERP) and point of sale (POS) solutions, with a focus on delivering comprehensive technical support and assistance to businesses across various industries. Our commitment to excellence, customer satisfaction, and continuous improvement drives everything we do. We pride ourselves on fostering a collaborative, dynamic work environment where talented professionals can grow and contribute meaningfully to the success of our organisation. Please visit our website at https://millehub.com to learn more about us.

About the role

We are seeking a customer-focused IT Help Desk professional to join our team in the Bandung area. As an IT Help Desk (Bandung Area) - Mille ERP Solution specialist, you will play a crucial role in providing first-line technical support to end-users of our Mille ERP Solution. This is a full-time position based in Bandung, West Java, where you will be the frontline representative of our support team, responsible for resolving technical issues, answering user queries, and ensuring optimal system performance for our valued clients. Your work will directly impact client satisfaction and the smooth operation of their business processes.

Key responsibilities

• Provide first-line technical support to end-users of the Mille ERP Solution via phone, email, and ticketing systems

• Troubleshoot and resolve technical issues related to ERP system functionality, configuration, and integration

• Log, track, and prioritise support tickets, ensuring timely resolution and comprehensive documentation

• Assist users with system navigation, feature utilisation, and best practices for the Mille ERP platform

• Escalate complex issues to second-level technical support or specialist teams when necessary

• Maintain detailed knowledge base articles and support documentation to facilitate user self-service

• Conduct user training sessions and provide guidance on new features and system updates

• Monitor system performance and report on recurring issues or areas requiring improvement

• Collaborate with other support teams and departments to ensure seamless service delivery

• Follow established support protocols and service level agreements (SLAs) to maintain service quality standards

What we're looking for

• Possess at least a Diploma or a Bachelor's Degree in Computer Science, Information Technology, or related field

• Proven experience in IT help desk or technical support role is preferred

• Excellent troubleshooting and problem-solving skills with the ability to diagnose technical issues efficiently

• Outstanding customer service and communication abilities, with the capacity to explain technical concepts to non-technical users

• Knowledge of network environments, including basic networking concepts is preferred

• Knowledge of ERP systems and business processes is desirable

• Knowledge of basic accounting principles is a plus

• Fluency in Indonesian and English (both written and verbal) is essential

• Ability to work collaboratively in a team environment and manage multiple priorities simultaneously

• Strong organisational skills and attention to detail

• Patience, empathy, and a genuine commitment to user satisfaction

• Available to work in shifts (morning and afternoon) and during holiday/weekend
  

What we offer

At PT. LAKES KONSTELASI DATA, we believe in investing in our employees and creating an environment where they can thrive. We offer a range of benefits designed to support your professional growth and personal wellbeing, including:

• Competitive salary package commensurate with experience and qualifications

• Comprehensive health and wellness benefits, including BPJS

• Professional development opportunities and training programmes to enhance your technical skills

• Career progression pathways within our expanding support and technical teams

• A supportive and collaborative team culture that values innovation and continuous improvement

• Performance-based incentives and recognition programmes

• Access to modern tools and technologies that enable you to deliver exceptional support