Deskripsi Pekerjaan
Join Trimegah Securities Indonesia as a Helpdesk & Service Performance Management Officer, where you'll be the backbone of our IT support ecosystem. This critical role bridges technical expertise with exceptional user experience, ensuring seamless operations across our financial services infrastructure. You'll diagnose and resolve complex IT issues while optimizing service delivery metrics to align with industry best practices. This position offers the opportunity to shape our service quality framework, drive continuous improvement initiatives, and become a trusted technical partner for colleagues across all departments. If you thrive in dynamic environments where problem-solving meets strategic optimization, this role will empower you to make measurable impacts on organizational efficiency and user satisfaction.
Tanggung Jawab
- Provide Tier 1-2 technical support for hardware, software, and network issues across 100+ end-users
- Monitor and analyze service performance metrics (SLAs, incident resolution rates, user satisfaction)
- Document all support cases in ITSM systems with detailed resolution pathways and preventive measures
- Collaborate with infrastructure teams to implement service improvement initiatives
- Conduct regular system health checks and performance audits
- Develop and maintain knowledge base articles for self-service resolution
- Generate monthly performance reports with actionable insights for stakeholders
- Coordinate cross-functional troubleshooting for critical system incidents
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field
- 2+ years experience in helpdesk/service desk roles with ITIL certification preferred
- Proficiency in ITSM tools (ServiceNow, Jira Service Desk) and remote desktop solutions
- Strong diagnostic skills for Windows OS, Microsoft 365, and enterprise applications
- Excellent written and verbal communication skills in Bahasa Indonesia and English
- Experience with performance monitoring tools (e.g., Nagios, SolarWinds)
- Ability to prioritize tasks and manage SLAs in high-pressure environments
- Certifications in CompTIA A+/Network+ or equivalent technical certifications