Senior IT Helpdesk Engineer

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.

DETAIL LOWONGAN

• Umur -
• Min GPA -
• Min. Qualification D3
• Min Experience Supervisor / Coordinator