IT Helpdesk Administrator - Customer Support Specialist

Join Prima Vista Solutions as an IT Helpdesk Administrator and play a pivotal role in delivering exceptional technical support to our clients and internal teams. Based in the dynamic heart of Jakarta Selatan, this position offers the opportunity to work with cutting-edge technology and collaborate with a diverse team of experts. As an IT Helpdesk Administrator, you'll be the first point of contact for technical issues, providing prompt and effective solutions to ensure seamless operations.

Our company, Prima Vista Solutions, is a leading provider of comprehensive IT services, specializing in network infrastructure, cybersecurity, and cloud solutions. With a strong focus on innovation and customer satisfaction, we are committed to delivering high-quality services that drive business success. In this role, you'll have the chance to leverage tools like ServiceNow, Zendesk, and Microsoft System Center for efficient issue resolution and service management.

📋 Tanggung Jawab Pekerjaan

• Provide level 1 technical support to internal and external users, resolving hardware, software, and network issues.
• Manage and maintain the IT helpdesk system, ensuring all tickets are logged, tracked, and resolved in a timely manner.
• Collaborate with IT teams to escalate complex issues and ensure timely resolution.
• Document and maintain comprehensive knowledge base articles and troubleshooting guides.
• Monitor and analyze helpdesk metrics to identify trends and areas for improvement.
• Train and mentor new team members on IT support best practices and tools.
• Assist in the implementation and maintenance of IT security protocols and procedures.
• Stay updated with the latest technological advancements and industry trends to enhance support services.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 3 years of experience in IT helpdesk support or a similar role.
• Proficiency in using ITIL framework and best practices for IT service management.
• Strong knowledge of Windows and Linux operating systems, as well as common networking protocols.
• Experience with helpdesk ticketing systems such as ServiceNow, Zendesk, or similar tools.
• Excellent communication and problem-solving skills, with the ability to work under pressure.
• Certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator are a plus.
• Fluency in English and Bahasa Indonesia is required.

🛠️ Keahlian

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