Main Responsibilities:

• Problem analysis and troubleshooting computer day-to-day problem
• Support general Hardware (Desktop, Laptop, Printers, Network, Mobile Devices) and Software included Microsoft Windows, Microsoft Office, Active Directory, and SAP
• Perform troubleshooting to prevent disruption in work operation (i.e., login failure, application bugs, etc.) of Mitrphol Group.
• Perform manage service to Mitrphol Group staff according to IT security policy.
• Management of IT Service Desk overall.
• Prepare monthly reports, presentations and other reports requested by the organization.
• Monitor and test fixes to ensure problems have been adequately resolved and Fix problems as SLA, KPI require.
• Follow up all jobs received to save as Ticket of IT Service Desk for the User to be able to use the service as soon as and with quality.
• Coordinate with the team to resolve problems so that users can get back to work as quickly as possible.
• Perform IT Services monitoring activities and report incidents to manager if any.
• Prepare IT software licenses to ensure that the optimal number are acquired, retained, and deployed in relation to required business usage, and the software installed complied with license agreements.

Qualifications:

• Bachelor's or masters degree in Information Technology or related fields.
• Minimum 5 years' experience in IT system or related fields.
• Excellent communication, presentation, and service skills.
• Excellent in Video Conference Skill.
• Perform quick resolution and excellent customer services.
• Ability to work under pressure, aggressive timelines and to work in a collaborative environment and mindset.
• Knowledge and ability to manage, plan, and assess the needs and provision of services related to the management of user accounts, computer accounts, e-mail, basic networking, and software licenses.
• Able to coordinate and work together as a team.
• Experience as a leader in a client support function.
• Strong communication skills, both written and verbal.
• Attention to detail in high-pressure situations.
• Excellent problem-solving abilities.
• Excellent relationship management skills.