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 involves providing a single point of contact for IT-related problems or requests, managing incidents, 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.
• Appropriate Helpdesk personnel.
• Provide Helpdesk tools to manage IT incidents and requests:
• Record, track, and report incidents.
• Measure Service Level achievement accurately.

Responsibilities for Handling Incoming Calls or Emails:
• 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.

Incident Management Using Helpdesk Tools:
• 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

Experience:
• At least 4 years as a Service Desk professional.
Work Schedule:
• Willing to work in shifting schedules.
Certifications:
• ITIL Foundation (minimum).
Technical Skills:
• Hardware, OS, Basic Network, and Peripheral Devices support.
• ITSM tools (e.g., BMC Remedy, Jira).
• IT Asset Management.
Soft Skills:
• Communication, customer service, problem-solving, teamwork, and time management.