It Service Desk & Endpoint Management Specialist

About the Role:

Responsible as a contact center for providing services to bank staff (requests & complaints), as a monitoring center for all services/systems used by the bank, coordinating incident handling involving related parties, coordinating routine switch-over system/application activities and non-routine (disaster recovery), calculating service availability, performing risk control in the infrastructure & services area including managing risk records (RCSA, risk register, etc.).

Provide IT technical support in the installation and configuration of computer systems (PC & laptop) according to desktop/laptop management standards.

What You Will Do:

• Installing computers (desktops/laptops) used by staff/users according to established standards with all the completeness of computer security software (Antivirus, DLP, FDE) and other software according to standard requirements.
• Carry out routine switch-over and switch-back DR activities in accordance with OJK regulations, as well as unplanned activities related to incidents/disasters for disaster recovery.
• Provide solution assistance to users/staff for computer problems used.
• Coordinate the handling of incidents & problems that occur to carry out investigations, troubleshoots, root cause analysis, and provide a recap of system availability calculations on a regular basis (weekly and monthly)
• Monitoring all systems & networks, providing alerts to related parties (infrastructure and application teams), conducting analysis and recommendations related to capacity needs, providing near-realtime monitoring dashboards.
• Carry out risk control in the infrastructure & services area, including managing risk records (RCSA, risk registers, etc.).

What You Need to Have:

• Minimum 5 years work experience in the IT Infrastructure area, especially handling IT service desk, field support, incident & problem management, monitoring network, server/system, database, mastering monitoring tools (Solarwind, Dynatrace, etc.), having technical analysis skills, reporting (dashboards, graphs), calculation of service availability, production support, disaster recovery, and more considered who have worked at the Bank.
• S1 in Informatics Engineering/Computer/Information System
• Certificate or participation in training: ITIL, service management, incident management, disaster recovery, network, system, database, Solarwind, Dynatrace, etc.