- Responds to users requests for information and assists in problem resolution.
- Maintains contact with users on operational and production problems.
- Assists in coordinating the resolution of applications/software systems problems impacting production.
- Assists in resolving technical computer operations equipment problems.
- Logs documents and maintains history records on Information Technology production problems.
- Initiates corrective action or carries out instructions to resolve system problems on production jobs.
- Develops and maintains service level agreements with the various user departments and enterprise business units.
- Performs at or above the enterprise's Information Technology performance standards.
- Provide Level 1 assistance to inquiries on the features, functions and usage of hardware and Software per the Help Desk Supported Hardware and Software Appendices
- Identify, escalate (e.g., COMPANY's Internal IT Team or Level 3 escalation), manage resolution and close Incidents
- Manage the Root Cause Analysis process on recurring Incidents
- Visit and check IST facilities on Video Conference Room (WePresent, Cisco Video Confrence) on Daily Basis (Morning)
- End User AntiVirus Support
- Coordinate Service delivery with other support groups within IST Division third-parties, as necessary
- Utilize remote control tools to manage and enforce compliance with configuration management standards
- Assist in enabling the enforcement of compliance to configuration management standards and the appropriate optimization at the desktop
- Assist user for SAP Basic Navigation
- Provide SAP Authorization to existing SAP users according to appropriate roles validated by the business/SAP Authorization Managers.
- Manage end user account ((Windows, Email, SAP), i.e. re-initialised/modify password, and unlock accounts.
- Perform RIS (Remote Installation Service) process.
- Perform COMPANY approved smart devices delivery (i.e. IPhone, etc) and its operational daily support
- Support of COMPANY's mobile users (i.e. use of IPhone, Any Connect, etc…)
- Provide stand by officer outside/beyond office hour in order to be able to give a quick response and analysis if there is any immediate problem need to be solved in Balikpapan, Jakarta, and Sites
- Coordinate employee End-User account administration, activation, changes and terminations, including: password/account setup and reset, remote access connectivity, Email accounts, End-User Ids, and Password resets
- Provide end-to-end Problem identification, escalation, resolution and closure process (Liaise to third party service providers with coordination with COMPANY's PIC)
- Visit and check IST facilities on critical room on sites (e.g Video Conference Room)
- Minimum of Diplome-3 Degree in computer science or related field
- Minimum 3 (three) years relevant experience will be required.
- Good knowledge of Win 10, Linux, TCP/IP networks, Microsoft Office products, RIS process & GPO (Group Policy Object) concept,
- Basic knowledge SAP basic
- Good knowledge meeting room automation (Video Conference) WAN/ LAN/ PABX/VOIP telecommunication.
- Good Knowledge of Microsoft Office, Microsoft Exchange and G-mail Suite
- Basic Knowledge of all enterprise hardware and software in use within the enterprise
Metrodata