Helpdesk Officer

Gambaran

Responsibilites:

• Receive and respond to service requests related to facility issues, including maintenance, repairs, and operational concerns, through multiple channels
• Prioritize incoming requests based on urgency and ensure prompt action is taken
• Provide first-line support for inquiries and issues, resolving standard problems directly or escalating complex issues to appropriate personnel
• Dispatch maintenance requests to the appropriate internal teams or contractors for resolution
• Track work orders from initiation to completion, ensuring timely and efficient resolution
• Liaise with external contractors, ensuring work meets JIS standards and is completed on time
• Communicate with the maintenance team to provide necessary details or clarification regarding requests
• Maintain accurate records of all incoming requests, work order progress, and resolution details in tracking systems
• Generate regular reports to track trends in service requests, monitor service efficiency, and identify areas for improvement
• Ensure all work orders are properly documented, including task completion, timelines, and follow-up actions required
• Monitor unresolved issues to ensure timely completion and escalate delays to the appropriate parties in a prompt manner
  Follow up with users to provide updates and ensure satisfaction with the resolution process
• Maintain positive relationships with users by offering clear and professional service
• Identify and escalate complex or high-priority issues to the Facilities Coordinator or higher-level support staff (e.g., Head of Facilities)
• Monitor the resolution process for escalated issues and ensure users are kept informed of progress until resolution
• Follow service protocols, school standards, and regulatory requirements in managing service requests
• Ensure compliance with safety protocols and operational procedures in all aspects of facilities management
• Embrace and promote the JIS Learning Dispositions: Resilience, Resourcefulness, Relating, and Reflecting
• Perform other related duties as assigned by the Helpdesk Coordinator or the Head of Facilities

Requirements:

• Minimum Diploma 3 Degree
• Minimum of 3 years of work experience in a similar position
• Proficiency with helpdesk platforms and knowledge of basic IT systems
• Proficiency in both Bahasa Indonesia and English, both verbal and written
• Strong analytical and problem-solving abilities
• Experience handling inquiries, complaints, and customer feedback via phone, email, or in-person
• Ability to maintain composure and customer-service focus
• Flexibility and experience working effectively in team-based environments and liaising with other departments
• Ability to handle sensitive information with confidentiality
• Excellent communication and interpersonal skills
• Proven ability to perform duties with minimal supervision
• Willingness to work in a shift schedule, including weekends
• High level of integrity and ethical standards
• Experience maintaining a knowledge base or user FAQs to facilitate quicker issue resolution
• Clear commitment to Child Safeguarding

Tagged as: ilmu komputer, informatika, IT, komputer, teknologi informasi

Gaji