Gambaran

Responsibilities:

  • Conduct system testing and quality assurance (QA) for new modules or updates, validating functionality based on user requirements before release
  • Serve as the first point of contact for staff and lecturers regarding technical support and system-related issues
  • Provide tier-1 troubleshooting (root cause analysis) for university management systems, HR/payroll platforms, student billing apps, and other academic/non-academic software
  • Diagnose user problems by applying systematic problem-solving and analytical thinking
  • Escalate complex issues to the project or development team with clear documentation
  • Maintain a help desk ticketing log, track resolution times, and follow up with users
  • Assist in training and onboarding staff and lecturers on system usage
  • Draft and maintain user guides, FAQs, and knowledge base materials for recurring issues
  • Collect structured user feedback to inform system enhancements and new developments
  • Communicate diplomatically and professionally with users, including those under pressure or frustrated

Requirements:

  • Bachelor’s degree in Information Systems, Business Information Technology, or related field
  • Strong system thinking and analytical skills – able to see the connections between different modules and processes
  • Proven ability in problem diagnosis and troubleshooting (application/software focus)
  • Good communication and interpersonal skills, with the ability to explain technical solutions in user-friendly terms
  • Patience, diplomacy, and conflict-handling skills for dealing with difficult or non-technical users
  • Organizational skills to manage multiple support requests simultaneously
  • Agile-able to quickly adapt, learn, and respond to user needs-and stable-a reliable presence who delivers consistent service even under pressure
  • Experience with university management systems (UMS), HR/payroll software, or student billing applications, and other digital platforms
  • Ability to draft simple training materials and conduct small-group training sessions
  • 1-3 years of relevant experience in IT support, business systems help desk, or system administration
  • Interest in continuous improvement and willingness to propose ideas for process optimization

Tagged as: digital, digitalisasi, IT, teknologi informasi

Benefits:
Gaji

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Tentang Swiss German University (SGU)

Swiss German University (SGU) was established in 2000 as the first international university with an academic license recognized under Indonesian law. The license was issued by the National Ministry of Education (DIKNAS). SGU was formed through a joint effort between Indonesia, Germany, Switzerland, and Austria with the objective of bringing a strong international focus and promoting knowledge and technology in the higher education system of Indonesia.

In order to achieve its objectives, SGU offers quality-oriented learning through 11 Bachelor’s Degree Programs and 3 Master’s Degree Programs ranging from Engineering, Information Technology, and Business to Life Sciences and Social Sciences that all use English as the medium of instruction. A pioneer in offering international curricula and international degree programs in Indonesia, SGU has established partnerships with 26 universities and 250 companies spread around Europe that put the institution among the most successful universities with European connections.

Ever since its establishment, SGU has been dedicated to delivering quality education in line with international standards and aims to develop skilled professionals that meet the demands of industry. Ninety percent of the SGU’s lecturers earned an academic degree abroad and have had experience in working as professionals in their related field.

SGU Bachelor’s Degree Programs offer courses which combine both theoretical and practical training (internship), while Master’s Degree Programs are uniquely designed to produce business leaders who are fit to compete globally. For over a decade, SGU has delivered this nation’s finest graduates, who are equipped with the knowledge, experience, and character which are greatly needed in today’s competitive market, making it the place to pursue your tertiary education and degree with full confidence.

Universitas