Job Description

Assistant Manager, Helpdesk

Jobs Scope:

• Lead the team of helpdesk engineers and provide support.
• Responsible for software and asset management (including asset disposal, commissioning, and decommissioning)
• Resolves issues related to desktop computing, software, and hardware.
• Support all end-user BAU activities such as software upgrades, installation / Uninstallation of approved software.
• Performing break-fix issues on: Desktop/Laptop, IT Peripherals, iPhone/iPad, Windows, MAC OS, Microsoft 365, SharePoint, Mobile Device Management, VPN connectivity related issues.
• Printer support and installation, basic network connectivity troubleshooting, Zoom Telephony.
• Responsible for incident tickets and service requests are constantly acknowledged, prioritized, resolved to agreed SLA; or ensure to send to resolver groups as necessary.
• Incident management for P1 to P4 tickets. Managing users communication and broadcast.
• Produce operational documentations and evidence for internal and external audits.
• Oversee, develop and optimize the End User Services processes and procedures to continually adapt to changing requirements of modern workspace services.
• Continually track hardware and software licensing inventory and consumption.

Experience

• Minimum 7 years\xe2\x80\x99 experience in IT environment
• Excellent knowledge in ServiceNow is essential.
• Excellent knowledge in troubleshooting on Windows, Mac, operating system.
• Basic network infrastructure skills
• Ability to work proactively with direct manager, business users and stakeholders.
• Ability to stay calm under pressure and very well organized in advancing tasks assigned.
• Ability to communicate and supervise 3rd party vendor effectively.
• Knowledge in ServiceNow, JIRA, Confluence
• Strong skills in Microsoft Excel and Macros is recommended.

Education

• At minimum, bachelor\xe2\x80\x99s degree in IT/Computer Engineering or similar
• Proven track record in leading small team of technicians
• Experience in technology refresh projects
• Ability to create and document processes.
• Immediate availability is preferred.

Company Reg No.: 201131609D | License No.: 11C4684 | Febrianto

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