IT Support (Project Based)
About the role
IT Support role handling service issues and requests in accordance with SOP, providing technical analysis and solutions to user problems, and maintaining SLA and OLA service quality standards.
Key responsibilities
Handle SI problems and service requests according to SOP
Conduct initial technical analysis of incidents and service requests
Provide solutions or workarounds to user problems
Escalate to relevant teams when necessary
Monitor ticket resolution progress until completion
Prepare incident and service request reports
Maintain SLA and OLA service quality
Prepare IT devices and infrastructure for activities and events
Operate multimedia equipment to support events
Create knowledge documentation related to problem solutions
About you
Minimum Bachelor's degree (preferably Information Technology/Information Systems)
Minimum 1 year experience in IT Support/Helpdesk
Understanding of LAN networks and basic troubleshooting
Proficiency in OS troubleshooting (Windows), email, internet
Ability to handle hardware (PC, laptop, printer)
Understanding of basic IT Security (antivirus, endpoint protection)
Proficiency in software installation and configuration
Ability to create technical documentation
Communicative and able to be IT frontliner
Able to work in teams and under pressure