Helpdesk Enterprise Analyst

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 the 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: | | | What You Will 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) Perform collaboration and coordination with internal and/or external stakeholders to ensure all processes runs smoothly. What You Will Need: Have 3-5 years of experiences in Helpdesk Call Center or Network Engineer Diploma/Bachelor Degre in any major, IT/Communication is preferred Have good communication, reporting, and presentation skills. Fluent in English both written & verbal. Good Knowledge background in IT and Telco Industry Good analytical thinking Customer service oriented Good knowledge background in Communication, Telecommunications and IT industry Capable of working in a competitive, demanding and time-critical environment Fast learner, able to coordinate with third parties, able to multitask Attention to detail Familiar with MS. Office (Ms. Word, Ms. Excel, etc.) Having a associate/basic network certification like MTCNA, CCNA etc is an advantagous What We Offer: You will be part of one 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.