IT Helpdesk

About the role

We are seeking an experienced IT Helpdesk professional to join our support team on a full‑time basis in South Jakarta, Jakarta. As an IT Helpdesk specialist, you will play a crucial role in providing first‑line technical support to our users, ensuring minimal downtime and maximum productivity across the organisation. This position is essential to maintaining our commitment to delivering outstanding customer service and technical excellence.

You will be the frontline of our IT support operations, troubleshooting issues, resolving tickets efficiently, and contributing to a positive user experience across all levels of the organisation.

• Respond to user support requests via telephone, email, and ticketing systems with professionalism and efficiency
• Provide first‑line technical support for hardware, software, and network‑related issues
• Troubleshoot and resolve common IT problems, including printer configuration, software installation, and account access issues
• Document all support interactions and resolutions in the IT ticketing system accurately and thoroughly
• Escalate complex technical issues to senior IT staff or specialists when necessary
• Perform remote desktop support and on‑site visits to resolve user issues promptly
• Install, configure, and maintain user equipment including computers, laptops, monitors, and peripherals
• Assist with user onboarding and offboarding processes, including account setup and system access provisioning
• Maintain accurate inventory records of IT assets and equipment
• Provide user training and documentation to help resolve common issues independently
• Collaborate with IT team members to maintain and update IT infrastructure and systems
• Monitor system performance and report potential issues to management

• Proven experience working in an IT helpdesk or technical support role (minimum 2 years preferred)
• Strong knowledge of Windows and/or Mac operating systems
• Proficiency with hardware troubleshooting and basic networking concepts
• Experience with remote support tools and ticketing systems
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts in user‑friendly language
• Strong problem‑solving abilities and analytical thinking
• Ability to manage multiple support requests and prioritise workload effectively
• Customer‑focused attitude with patience and professionalism when dealing with users
• Reliability and punctuality with the ability to work within scheduled hours
• Relevant IT certification such as CompTIA A+, Microsoft Certified Associate, or equivalent qualification (preferred but not essential)
• Fluency in Indonesian and English is essential for this South Jakarta based role

If you meet the above requirements and are excited about joining PT Farpoint Prima, please submit your CV, cover letter, and any relevant certifications to our recruitment team. We look forward to hearing from you and discussing how you can contribute to our continued success.