Place in the organization
The IT Service Desk Engineer reports to the IT Support Manager
Purpose of the function
The IT Service Desk Engineer is the point of contact for end users for operational questions, requests and problems regarding ICT services (incl. applications). Within the Service Desk, the IT Service Desk Engineer is responsible for first-line solutions to problems in the ICT services. As such, they are directly responsible for keeping the work environment of the end users productive. Tickets are coming in via different communication channels like Phone, Chat, Portal or mail. Most of the tickets will be submitted in a structured way via the IT Service Desk Portal. If the ticket cannot be resolved by the IT Service Desk Engineer, he/she will triage it to the right resolution group and will follow up.
Service Requests which can be resolved via standard operational procedures will be resolved by the IT Service Desk Engineer.
The position is in Jakarta and mostly carried out between 12.00 - 10.00 PM WIB to serve users in European time zone. The candidate might also need to work in shifts and in stand-by where applicable. After an initial induction period in the office, you may choose to work largely from home.
Output area’s
- Supporting users by telephone, chat, portal or mail in a broad area of IT topics like workstation, applications, telephony and network.
- As the SPOC for end users, the Service Desk Engineer analyses the call or ticket and determines how and with whom it can best being solved. The aim is to solve a high percentage by the Service Desk itself without 0 hubs.
- Registering, solving, communicating, coordinating, and following up incidents and problems often under high pressure and directly affecting the production process. Incidents and problems often vary in nature.
- Triage tickets to the relevant groups and follow-up
- Update the Service Now system with relevant information and
- Communication with end users and back-end departments
- Preparing and providing information (manuals, explanations, presentation) for users and internal IT usage
