Overview

Responsibilities:

  • Provide efficient and timely support to end-users, ensuring all technical issues are resolved effectively and escalating cases when necessary
  • Address user inquiries regarding software and hardware operations, offering clear and accurate guidance to resolve issues
  • Assess and verify system functionality by conducting observations and tests to identify and troubleshoot errors
  • Collaborate with IT staff and engineers to manage the distribution, updates, and patches of hardware and software systems
  • Partner with vendor-provided technical support teams to deliver exceptional customer service to end-users
  • Proactively monitor and contribute to the Help Desk Ticket Management System, ensuring all issues are accurately logged, tracked, and resolved
  • Maintain thorough documentation of daily activities, including technical problems, corrective actions, and installation procedures
  • Develop, update, and effectively communicate standard procedures for common technical support tasks to enhance consistency and efficiency
  • Contribute to the Information Services Knowledge Base by ensuring comprehensive and up-to-date documentation of service-level agreements (SLAs) and problem-solving solutions
  • Collaborate with the Technical Services and Multimedia Coordinator and the rest of the IT team to establish, refine, and communicate Service Level Agreements (SLAs)
  • Work closely with IT staff to resolve complex technical issues, providing guidance and support as needed
  • Innovate and implement strategies to enhance problem resolution processes, continuously improving help desk efficiency and effectiveness
  • Recommend and develop improvements to help desk operations, including creating checklists, refining procedures, enhancing policies, conducting training, and strengthening security protocols
  • Foster a service-oriented and data-driven culture within the IT Department, ensuring high standards of customer satisfaction
  • Reflect upon professional practice and engage in learning opportunities.
    Set goals for professional development and take advantage of professional development opportunities
  • Embrace the JIS Learning Dispositions of Resilience, Resourcefulness, Relating, and Reflectiveness
  • Performing other related duties and assuming other responsibilities as assigned by the Head of IT and Technical Support and Multimedia Coordinator

Requirements:

  • Minimum a Bachelor’s degree holder in Computer Science
  • Strong organizational skills
  • Demonstrated ability to communicate effectively in English and Indonesian, both speaking and writing
  • Ability to work collaboratively with members of the Information Services Department
  • Excellent problem-solving skills
  • Strong technical skills with a wide range of hardware and software in a cross-platform environment. Having a Mac OS and IOS platform background is preferred
  • Customer-service approach to working with end-users
  • Clear commitment to Child Protection, safety, service learning, and environmental stewardship

Tagged as: computer scince, ICT, informatika, komputer

Benefits
Salary

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About Jakarta Intercultural School (JIS)

JIS is recognized by both the Indonesian government and several internationally certified accreditation bodies. As a legal entity, we are a yayasan (nonprofit organization) operating as a Satuan Pendidikan Kerjasama (SPK), or Joint Cooperation School.

At JIS, we prepare students from across the globe to be best in what they aspire for and at the same time, be best for the world they live in.

  1. A Community of Care that values respect and inclusivity
  2. Engaging with Indonesia through collaborative teacher-training programs and the JIS Bhinneka Tunggal Ika student scholarship
  3. Creating change alongside service organizations
  4. Serving as environmental custodians for a sustainable future
  5. Promoting wellness for physical, emotional and creative growth
  6. Working with and for the community as partners in service learning
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