Service Desk

HTC Global Service (Cilegon, Banten, Indonesia)

Banten, Indonesia

HTC Global Services provides IT and Business Process Services and Solutions that help businesses make digital change happen.

About this position

The Service Desk position in Cilegon (Banten) involves providing a single point of contact for IT-related problems or requests, managing IT incidents and requests, and ensuring effective communication with users.

Responsibilities

• Provide a single-point-of-contact for IT-related problems or requests (dedicated phone number and/or email address) and (appropriate helpdesk personnel).
• Provide Helpdesk tools to manage IT incidents and requests: (record, track, and report incidents) and (measure Service Level achievement accurately).
• Maintain good interaction and conversation with users.
• Collect all necessary initial information from users.
• Record any information provided by users.
• Perform problem diagnosis and analysis.
• Resolve first-level IT support issues.
• Escalate IT requests and problems to the appropriate individuals or team.
• Update users on resolution progress as necessary.
• Follow and apply the call-handling process flow.
• Maintain good relationships and collaborate with other IT groups.
• Create Call Tickets.
• Define incident priority (Low, Medium, High).
• Escalate tickets to the appropriate team.
• Track and update progress of calls.
• Close Call Tickets.

Requirements

• Bachelor's Degree or equivalent experience in Computer Science, Technology, or a related field of study.
• At least 4 years as a Service Desk professional.
• Willing to work in shifting schedules.
• ITIL Foundation (minimum).
• Hardware, OS, Basic Network, and Peripheral Devices support.
• ITSM tools (e.g., BMC Remedy, Jira).
• IT Asset Management.
• Communication, customer service, problem-solving, teamwork, and time management.