- Support end users with technical problems, making sure all cases are resolved in a timely and effective manner and escalating cases when necessary.
- Monitor and contribute to the Help Desk Case Management System, making sure all relevant technical support issues are logged and followed to completion.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Observe and test system functioning to verify correct operations and detect errors.
- Document daily transactions, problems and remedial actions taken, or installation activities.
- Develop, update, and communicate procedures for common technical support activities.
- Assist and collaborate with other Technical Support Specialist, Help Desk and Multimedia Coordinator, Information Services developer and Information Services Engineer on the daily support task and teamwork.
- Contribute to and assist with the management of Information Services Knowledge Base which should contain up-to-date documentation about service level agreements and solutions to problems
- Collaborate with technical support staff provided by vendors to provide effective customer service to end users.
- Generate ideas and implement methods to improve problem resolution.
- Improve efficiency and effectiveness of help desk activity by analyzing and proposing recommendations to include checklists, procedures, policies, training, security.
- Promote a service-oriented and data-driven culture in the Information Services Department
- Embraces the JIS Learning Dispositions of Resilience, Resourcefulness, Relating, and Reflecting
- Performs other related duties and assumes other responsibilities as assigned by the Helpdesk Coordinator/Computer Maintenance Manager, including, and not limited to other projects when deemed necessary.
- Minimum a bachelor's degree holder in Computer science.
- Strong organizational skills
- Demonstrated ability to communicate effectively in English and Indonesian, both speaking and writing.
- Ability to work collaboratively with members of the Information Services Department
- Excellent problem-solving skills
- Strong technical skill with a wide range of hardware and software in a cross-platform environment. Having MacOS and IOS platform background is preferred.
- Customer-service approach to working with end-users
- Clear commitment to Child Protection, safety, service learning and environmental stewardship
Tentang Jakarta Intercultural School
With five original students, Jakarta Intercultural School was founded by UN workers in 1951. These pioneers introduced relevant schooling in English for children of expats in the newfound Republic of Indonesia. From early days the school's international identity was clear. It was originally named the Joint Embassy School (J.E.S.) after its British, American, Australian and (then) Yugoslavian embassy partners. Just over a decade later, in 1978, J.E.S. became Jakarta International School and in 2014, Jakarta Intercultural School.