Help Desk Representative Jobs

The IT Helpdesk Agent is the first point of contact for support, accountable for taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.

Key Roles and Responsibilities:

• Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes

• Uses Standard Operation Procedures to respond to tickets

• Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not available

• Provide timely updates to clients, when requested, on any pending requests or tickets.

• Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client

• Produce breach and aging reports for tickets opened by the service desk

• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement

Knowledge, Skills, and Attributes:

• Strong and effective verbal and written communication skills, including in english and Bahasa Indonesia

• Ability to work under guidance

• Ambitious self-starter

• Ability to use sound judgment to escalate an issue to a higher level

• Methodical in approach to ticket resolution

• Demonstrates ability to interact with a variety of stakeholders

• Demonstrates required integrity to ensure excellent client service and retention

• Demonstrates the attributes of professionals

• Excellent attention to detail and client focussed

• Ability to work in shift structure, based on a defined roster

• Ability to work in office as well at home, based on shift schedule

Academic Qualifications and Certifications:

• General Qualification in Technology (Technical Diploma/D3) or equivalent

Work Location:

Jabotabek Area