Helpdesk Operator

JOB PURPOSE

Summarize in one statement why the job exists; and how it contributes to the overall mission/objective of the Laidon’s organization.

Ensure that all of internal and external customers have the best possible Systems and Communications and meet service level agreement (SLA), by operating effectively with high reliability and providing the best quality and professional IT services in the support of the company’s Information Systems, optimization of existing technologies and continuous recommendations for improvement.

To assist IT Team Leader in managing and service Customer on IT Digital field and its operations to ensure the entire our service company’s IT environment and business applications can always function properly and securely

Deliver a high quality of services to enhance the function of infrastructures, operation and meet internal and external customer’s expectations

• Responsible for receiving and collecting required information of Information Systems’ problems from customer end-users
• Responsible for ITSM process and IT Security (ISO 27001), tracking and following up to makes sure the IT processes are solved within the SLA time.
• Responsible for timely analyzing and reporting Helpdesk problems
• Recommendations to end-users to resolve repeated issues.
• Recommendations to end-users for appropriate usage of the systems
• Enhance daily IT operations
• Lead and coordinate the troubleshooting process
• Find opportunities to further optimize the IT infrastructure and operations
• Enhance Back up for System Administrators in critical technology areas
• Review and verification of technical documents created by the Laidon service team
• Prepare documentation and reports including but not limited to manuals, test guides, project plans and work breakdowns
• Work in partnership with internal and/or external stakeholders to design, manage, test and seek agreement on development systems solutions to meet the needs of the business
• Coordinate with other team to accomplish business requirement
• Develop and suggest the recommendations for supporting implementation and continuous improvement to the team and external customer
• Another task will be assigned
• Working time: Night shift

EDUCATIONAL QUALIFICATIONS

• Qualification University Degree majored in Computer Science, Information Technology or relevant experience
• Basic IT knowledge (i.e., understand what it means by hardware, software, OS, Web page, Cloud, etc.)
• Questioning skill to get accurate, right information.
• Communication skill to convey clear information in a structured manner.
• Skill to organize data for easy tracking and analyzing.
• Intermediate or advanced English.

WORK EXPERIENCE

• Minimum 03 years working experience in IT infrastructures, operations or technical support environment
• Experience in troubleshoot Cisco devices, Cloud service, AD, firewall
• Good understanding of TCP/IP, UDP, HTTP, SSL/TLS and DNS
• Good knowledge of design patterns, system architecture, and best practices
• Good knowledge of Window/UNIX/Linux operating system including troubleshooting and system hardening
• Customer service working experience is preferred.
• Salesforce experience is preferred
• BCP and DRC is preferred

KNOWLEDGE:

• An ability to be able to communicate effectively in writing and verbally to a wide range of people at all levels including communicating complex technical issues
• Provide an efficient professional consulting and supporting service to meet high-level expectation / satisfaction from customers with SLA target.
• The complexity of problems.
• The variety of problems in different systems that have different support resources.
• Deal with tough and conservative users.
• The diversity of end-users with different preferences

LEADERSHIP COMPETENCIES

• Customer Oriented
• Leads for performance
• Analysis and problem solving
• Adapts and learns
• Supports Action, Change and Innovation, Proactivity
• Develops Employees