Deskripsi Pekerjaan

Technical Support & Issue Resolution Provide efficient and timely support to end-users, ensuring all technical issues are resolved effectively and escalating cases when necessary. Address user inquiries regarding software and hardware operations, offering clear and accurate guidance to resolve issues. Assess and verify system functionality by conducting observations and tests to identify and troubleshoot errors. Collaborate with IT staff and engineers to manage the distribution, updates, and patches of hardware and software systems. Partner with vendor-provided technical support teams to deliver exceptional customer service to end-users. Help Desk Management & Documentation Proactively monitor and contribute to the Help Desk Ticket Management System, ensuring all issues are accurately logged, tracked, and resolved. Maintain thorough documentation of daily activities, including technical problems, corrective actions, and installation procedures. Develop, update, and effectively communicate standard procedures for common technical support tasks to enhance consistency and efficiency. Contribute to the Information Services Knowledge Base by ensuring comprehensive and up-to-date documentation of service-level agreements (SLAs) and problem-solving solutions. Collaboration & Continuous Improvement Collaborate with the Technical Services and Multimedia Coordinator and the rest of the IT team to establish, refine, and communicate Service Level Agreements (SLAs). Work closely with IT staff to resolve complex technical issues, providing guidance and support as needed. Innovate and implement strategies to enhance problem resolution processes, continuously improving help desk efficiency and effectiveness. Recommend and develop improvements to help desk operations, including creating checklists, refining procedures, enhancing policies, conducting training, and strengthening security protocols. Service Orientation Foster a service-oriented and data-driven culture within the IT Department, ensuring high standards of customer satisfaction. Ongoing Professional Growth Reflect upon professional practice and engage in learning opportunities. Set goals for professional development and take advantage of professional development opportunities. Other Embrace the JIS Learning Dispositions of Resilience, Resourcefulness, Relating, and Reflectiveness Performing other related duties and assuming other responsibilities as assigned by the Head of IT and Technical Support and Multimedia Coordinator.