IT Customer Service Officer

Location: Indonesia

Functional area: Business Operations

Employment type: Full-time

Job Type: Contract

Responsibilities:
  • Receive, assign, resolve, and close service ticket requests from end-users within Service Charter timeframe. Understand hardware, software, server or applications technical issue and apply  IT methods to provide solution for end-users.
  • Handle all IT service related enquiries and problems of all walks in end-users. Perform basic troubleshooting and assist with support issues of  walks in end-users.
  • Communicate with wired/wireless network services providers, IT engineers, web and applications developer to restore service and/or identify end-user problems. Refer more complex problems to IT service manager and/or more senior level. 
  • Perform routine IT related activities, may include but not limited to data entry, administration of IT system or maintenance and troubleshoot PC hardware/ software/ LAN and network.
  • Assist teaching staff by providing IT support in day-to-day activities concerning PC hardware/ software/ LAN and network. Including but not limited to managing IT room bookings, (remove) reporting end-users on computer repair or diagnosis status, training of Teacher Assistants on the 1to1 iPad Projects.
  • Perform monitoring, cataloguing, circulating, and collecting all Apple assets and stock within the Follet library system. Maintain a consistent and update records of available Apple assets for students and teaching staff using the Lightspeed MDM system.
  • To actively promote the well-being of all students and be familiar with, and uphold all, Safeguarding policies and Child Protection procedures within the school. 
Requirements:
  • Candidate must possess at least Bachelor's Degree in Computer Science/Information Technology or equivalent.
  • At least 2 Year(s) of working experience in the related field is required for this position.
  • Possess good written and verbal English language proficiency.
  • Possess communication and interpersonal skills in order to effectively provide solution for end-user.
  • Possess advance problem solving and extensive knowledge of the organization's IT services.
  • Possess some IT provider certifications including Apple Certified Support Professional (ACSP) ITIL v3 and other professional IT products/network services certification in order to trouble-shoot related issues.

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