Lowongan IT Helpdesk Manager di PT Murni Solusindo Nusantara

JOB DESCRIPTIONS

•  Take ownership and ensure that all reported cases within the assigned product group(s) are resolved appropriately and on time without exceeding the SLA.
• Act as the first point of contact when a client is facing hardware, software, or system issues.
• Create incident reports for each case, outlining the issue and resolution, to update and improve the FAQ repository on a regular basis, which is used as a guide for future cases.
• Monitor and respond quickly to incoming requests related to any issues from a client within the response and resolution times agreed to by the Client.
• Diagnose, analyze and formulate solutions to unexpected problems remotely.
• Possess a strong drive to provide excellent customer service and experience, with an awareness of prioritization of incidents and their relative significance to the business as a whole.
• Solve reported cases via telephone within the response and resolution times as agreed to by the Client.
• Coordinate with the Technical Relationship Officer to ensure that all messages are delivered through telephone and e-mail, to ensure that clients have accurate information of the respective resolution.
• Ensure that there is minimal to no repetition of incidents with the same complaints.
• Collaborate with the Helpdesk Supervisor and other relevant teams to analyze the root cause of each incident, and formulate solutions to ensure timely resolution of similar issues in the future.
• Proactively and continuously seek the relevant training on the assigned product group(s) in order to improve the capability to perform the aforementioned responsibilities.
• Perform the best efforts to achieve the level of output outlined in the KPI and KRI threshold guidelines.
• Escalate unresolved issues to the Helpdesk Supervisor should their complexity is beyond your current competency.
• Proactively take the ownership to follow up on highly critical and highly urgent cases and treat them with the necessary and immediate escalation, not only to the Helpdesk Supervisor but also to other related stakeholders or divisions.
• Possess a thorough understanding of the products, solutions, and services within the assigned product group(s), including product concept and business process.
• Take part in the Quality Control (QC) and Deployment processes in order to enhance the problem-diagnostic skills.
• Be tolerant and patient when dealing with clients, utilizing strong communication skills to put frustrated clients at ease.
• Undergo periodic evaluations and training to ensure improvement of the knowledge and skills so as to better perform the required duties.
• Undergo job rotations based on shifts and product groups.

JOB QUALIFICATIONS

Mandatory:

• Bachelors Degree or Polytechnic in any of these related fields: Mechanical Engineering, Electronic Engineering, Mechatronics, Industrial Engineering, Information Technology, System Integration, or any related field.
• Minimum 5 (five) years of experience as a Helpdesk Support Engineer.
• Minimum 3 (three) years of experience as a Field Engineer for IT Products and Solutions or Office & Banking Equipment 
• IT-savvy with a strong understanding of IT systems to formulate a series of diagnostic or investigative questioning to provide accurate root causes of technical issues.
• Strong communication skills with the ability to convey messages clearly both verbally and in writing.
• A strong analytical, critical, and logical way of thinking
• Passionate in problem-solving.
• Proficiency in written and spoken English (Mandatory for overseas clients)
• Hands-on with data processing tools such as Microsoft Excel