Helpdesk Application Support (Layer 1)

Create the tickets issue.
- Handling the tickets problem.
- Identifies and diagnose issues and problems.
- Determine the best solution based on the issue and details provided by customers.
- Escalate (if needed) unresolved problems to a higher level of support.
- Monitor issues from start to resolution.
- Follow up and update customer's issue status and progress.
- Update Frequently Asked Question.
- Hand over tickets to the next on duty agent.
- Reporting the tickets update to L1 Team Shift Leader

Degree in Informatics Technique, Information Systems, or Computer Engineering

Minimum 2 years working experience as IT Service Desk or in a similar role.

Proven experience of working as an IT Service Desk Technician or Help Desk Specialist or relevant role.

Solid track record especially in FMCG/Consumer Goods Industry

Able to work well under pressure with an ability to multi-task, by using good time management techniques.

Excellent communication and interpersonal skills.

Good understanding of ITIL best practices

Good working knowledge of POS, infrastructure, ticketing system/call centre.

Good understanding in network, cloud, server, storage, virtualization, etc.

Keen attention to detail.

Strong documentation skills.

Good analytical and problem-solving skills.

Dynamic, active, and target oriented.

Good medical record

Proficiency in English language and Bahasa Indonesia is essential to communicate with local dan global team.

**Personnel allocation**: Multinational Companies-BSD City Tangerang but Willing to be assigned out of town