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