PC Support Sub Unit Head

PT Berlian Sistem Informasi

  • East Jakarta, Indonesia
    4, KTB Annex Building. Jl. Jendral A. Yani Pulomas. Jakarta 13120, East Jakarta, DKI Jakarta, Indonesia
    East Jakarta
    DKI Jakarta
  • Full time
Posted 2 months ago and deadline of application is on 29 Sep
Recruiter was hiring a day ago

PC Support Sub Unit Head

PT Berlian Sistem Informasi

Job Description

Manage PC support service management business, and ensure quality of service delivery in order to deliver good quality of deliverables, achive customer satisfaction, contribute revenue significantly, as well as achive Division's objectives.

Managerial Tasks

  • Develop Sub Unit Plan in order to ensure Sub Unit Objective in line with Division Objecive.
  • Ensure the business execution in Sub Unit is aligned with Company policies, procedures and other Company standards;
  • Conduct Sub Unit performance review (budget/plan vs actual) in periodically basis and perform analysis when needed;
  • Develop and implement any improvement needed in order to comply with Company's rule and continously adapt new quality processes or tools and adopt to organization processes in line with Company business needs or as result audit finding (Improvement Plan);

Relationship Process

  • Gather data of monthly performance for service review execution;
  • Execute action plan to resolve complain;
  • Provide data supplier including performance for supplier sourcing, contract management, and supplier evaluation in order to select most beneficial supplier for Company;

Service Delivery Process

  • Gather proper data and conduct analysis for monthly report;
  • Provide data for budget development both for Revenue and Cost in Technical Support Sub unit;
  • Supply data for capacity management planning, monitoring, and reporting;

Resolution Process

  • Perform incident and service request analysis, also conduct root cause analysis through problem management;
  • Conduct problem identification until resolution, and its closure;

Control Process

  • Daily checking ticket to ensure the ticket is assigned and follow up;
  • Checking Service Level Agreement (SLA) and Service Level Target (SLT) the ticket;
  • Conduct change assessment & evaluation, change plan, and development and testing;
  • Develop the configuration document based on User Acceptance Test (UAT) document of each PC and software.

Minimum Qualifications

  • Candidate must possess at least Bachelor's Degree in Engineering or equivalent from reputable university.
  • Required language(s): Bahasa Indonesia, English (both mandatory in written and verbal).
  • Holding minimum 3 Year(s) of working experience in IT technical support and managing 5 people or more.
  • Required Skill(s): Operating system, ITSM, PC & computer peripheral administration (install, configure, set up, monitor, troubleshoot)
  • Proven experience in handling first level support for customer request/complaint, problem escalation and follow up until resolve, building strong relationship with stakeholders.
  • Have a service attitude with consulting persona, critical analytical thinking, data oriented, good communication and interpersonal skills.

Perks and Benefits

  • Paid Sick Leave Paid Sick Leave
  • Paid Bereavement/Family Leave Paid Bereavement/Family Leave
  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Medical / Health Insurance Medical / Health Insurance

Required Skills

  • MS Office
  • Incident Management
  • Technical Support
  • Computer Troubleshooting
  • Computer Hardware Troubleshooting
  • Microsoft / MS Exchange

Jobs Summary

Job level
Associate / Supervisor
Job category
IT and Software
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
KTB Annex Building. Jl. Jendral A. Yani Pulomas. Jakarta 13120, East Jakarta, DKI Jakarta, Indonesia
Information Technology / IT
1 opening

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About PT Berlian Sistem Informasi

PT Berlian Sistem Informasi is an IT service and consultation company which was established in 1996. We are one of the subsidiaries of Mitsubishi Corporation (MC) Japan with customer ranging mainly from MC Group and other Japanese companies. With 20 years of experience and more than 200 consultants, we provide wide range of IT services which covers infrastructure as well as application services. Some of our services are data center services, network & communication services as well as application for financial, human resources and production area. With customer coming from automotive, manufacturing and multifinance industry we strive to provide the most suitable services for our customers following our motto "Your Success is Our Treasure".