Jakarta International Customer Service Institute (JICSI)

IT Help Desk Technician

Job Summary

  • Serving as the first point of contact for customers seeking technical assistance over the phone or email.
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determining the best solution based on the issue and details provided by customers.

Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.

Requirements:

  • Proven experience as a help desk technician or other customer support role.
  • Tech savvy with working knowledge of office automation products, databases and remote control.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Proficiency in English.
  • Excellent communication skills.
  • Customer-oriented and cool-tempered.
  • BSc/BA in IT, Computer Science or relevant field.