Senior IT Helpdesk Engineer

PT. Guna Coalindo

DESKRIPSI PEKERJAAN

Coordinate daily service desk operations, including ticket prioritisation, assignment, follow-up, and escalation.
Ensure incidents and service requests are resolved within agreed service levels.
Maintain accurate ticket documentation, user communications, and knowledge base articles.
Act as an escalation point for service issues and operational disruptions.
Provide clear and professional updates to users and stakeholders.
Support and guide service desk engineers to improve service quality and technical capability.
Coordinate onboarding and offboarding activities, device readiness, and access management.
Support school events, examinations, admissions activities, and other peak operational periods.
Partner with infrastructure and application teams to resolve technical issues efficiently.
Support asset management processes, including device allocation and lifecycle management.

REQUIREMENT

Minimum 5 years of experience in IT service desk, end-user support, IT operations, or infrastructure support.
1–2 years of experience in a senior analyst, team lead, escalation lead, shift lead, or similar role.
Strong understanding of IT service management processes (incident, request, change, problem, and escalation management).
Experience supporting Windows, macOS, Microsoft 365, printing, AV, networking, and mobile devices.
Excellent stakeholder management and communication skills.
Ability to prioritise tasks and manage service delivery under pressure.
Experience improving ticket quality, SLA performance, knowledge management, and customer satisfaction.
Experience in education, multi-site, or customer-facing environments is advantageous. Qualifications
Diploma or Degree in Information Technology, Computer Science, or a related field.
ITIL Foundation or equivalent certification is advantageous.
Microsoft, Apple, JAMF, endpoint management, or service desk tool certifications are advantageous.

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