Deskripsi Pekerjaan/ Job Description

Key Responsibilities:

  • Dealing with incoming faults in a professional, courteous manner over the phone and via email
  • Taking ownership of faults and managing them in a logical and methodical manner
  • Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
  • Conducting full and through diagnostics with end users to enable first point of contact fault resolution
  • Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
  • Diagnosing and resolving problems to the customers satisfaction
  • Maintain and develop own knowledge and skills to assist with first time fault resolution
  • Identify and escalate repeat issues or service risks into service management teams
  • Maintain third party hardware/software vendors to ensure hardware and software in perfect condition
  • Resolve calls that have been escalated in the Call Tracking system and assume primary responsibility for client's workstation support



  • Bachelor’s degree in Computer Science, Engineering or related field
  • Have minimum 2 years working experiences in Helpdesk especially end user computing hardware and software
  • Proficient skill on Macbook hardware
  • Proficient skill on laptop or notebook hardware
  • Having knowledge in Windows 7, Windows 8 and Windows 10
  • Have experience in using Mac OSX
  • Know basic ITSM / ITIL
  • Familiar with ticketing system and workflow
  • English is a must
  • Having Microsoft certification is preferred
  • Willing to work on shifting schedules