Sr. Enterprise Helpdesk Staff

About SMN Group At SMN Group, we offer a highly inclusive, collaborative, and supportive workplace to realize your full potential. We empower our team to contribute by providing a brighter future and making an impactful transformation for our clients, people, and society. We are always looking for people with relentless energy to push themselves further and find new avenues and unique ways to reach our shared goals. Find out more about what we do here: <www.ptsmn.co.id> What Will You Do: Responsible to response service request/ incident/ problem/ inquiries reported/submitted by customer through telephone, email or instant messaging (WhatsApp) Responsible to create Trouble Ticket are correct and responded within SLA time frame Responsible to do first level troubleshooting Responsible to dispatch/ escalate each Trouble Ticket to the right department Ensure all Trouble Ticket handled Responsible to monitor each Trouble Ticket progress and updated to the customer Responsible to confirmation before closing Trouble Ticket and sent the Outage report to the customer Responsible to create periodic report (daily/weekly/monthly) Willing to work shifts What Will You Need: Having minimun 1 years experience in Helpdesk, Call Center or equivalent Minimum D3 IT, Telecommunication or equivalent Good Knowledge background in IT and Telco Industry Good communication skill and analytical thinking, a fast learner, able to work with team, able to coordinate with related parties and able to work multitask Computer literate Having a associate/basic network certification like MTCNA, CCNA etc What We Offer: You will be part of the fastest-growing connectivity solution provider companies in Indonesia. You will be part of a fast-growing team that continuously strives to deliver client satisfaction. Competitive benefits and exceptional career experience. Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.