Helpdesk Support Officer

Responsibilities: Responsible for 1st level of helpdesk (attend user complaint, troubleshooting, escalating to appropriate parties).Dealing with incoming incidents in a professional, courteous manner over the phone, WhatsApp and via email.Respond to customers' inquiries and incidents reporting according to the Service Level Agreement (SLA).Diagnose and resolve hardware, software, and network issues.Monitor & responding calls/ tickets with a sense of urgency and within SLA.Prepare monthly incident analyst reports.Ensuring all tickets are progressed and resolved within SLA - escalating to other internal and external teams as appropriate.Work 5 days a week with shift rotation (5AM-2PM/ 8:30AM-5:30PM/ 2PM-11PM). Requirements: Minimum Diploma in IT / Computer Science or equivalent.At least 1 year(s) of working experience in related field.Familiarity with computer hardware components and peripherals.Communication skills, providing explanations clearly and precisely.Ability to work independently and prioritize tasks effectively.Possess own transportation.Good command in Bahasa and English language both written and verbal.Able to work in shift rotation.Training will be provided.