IT Helpdesk and Services

IT Helpdesk & Services is responsible for acting as the first point of contact for receiving, recording, responding to, and coordinating customer and internal Sales inquiries, complaints, and service requests related to IT products sold by the company

Job Responsibilities:

1. Customer & Sales Support, Receive and respond to customer and Sales requests or complaints, Act as the first point of contact for complaints related to IT products sold by the company, Identify and collect initial information related to complaints, Provide an initial response to the customer/Sales and communicate the next steps of the handling process, Perform basic troubleshooting based on available knowledge and documentation before escalating the issue to the Technical Team or Vendor/Service Center
2. Service Request & Complaint Handling, Create and record every complaint/service request in a structured manner, Categorize and prioritize complaints based on their level of urgency and impact on the customer, Escalate issues to the Engineer/Technical Team when further troubleshooting or technical action is required, Ensure that every complaint has a clear and up-to-date status
3. Warranty Claims & Vendor Coordination, Submit warranty claims, prepare all required documents and information for the warranty claim process, Coordinate and follow up regarding, monitoring.
4. Coordination with the Technical Team
5. Pending Service Monitoring, Create and maintain a Service Pending List, monitor all service activities that have not yet been completed, Identify the reasons for pending services.
6. Monthly Service Reporting

Qualifications

• Minimum Diploma (D3) or Bachelor’s Degree (S1) in Computer Science, Information Technology, Information Systems, or a related field.
• Fresh graduates are welcome to apply, or candidates with at least 1 year of experience in a similar role, such as IT Support or IT Helpdesk.
• Proficient in Windows operating system installation and troubleshooting, as well as commonly used workplace applications.
• Have a basic understanding of computer networking, including TCP/IP, LAN, and DNS.
• Possess good communication skills, patience, and a strong customer service-oriented mindset.