IT Service Desk Engineer

3 months ago

Jakarta, Indonesia Thales Full time

Location: Jakarta, Indonesia

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.

Thales has been established in Indonesia for close to 40 years. Today Thales Indonesia employs 25 people and has successfully provided numerous solutions to Indonesia in both civil and defense sectors. The Group’s main business in Indonesia has historically been the defense domain, where Thales is a long-term provider of defense systems for the Indonesian Army and Navy. In these areas Thales has demonstrated a strong commitment to working collaboratively with the Indonesian government and partners with local stakeholders. In recent years there has been an increased interest in the Thales civil solutions especially in the field of transportation and air traffic control. With the growing attention to infrastructure development by the Indonesian government, Thales will have opportunities in the transportation and security domain.

As part of the IT Front Office team, the IT Service Desk Engineer will play a crucial role in ensuring smooth operations at the forefront of our IT Department. You will provide first and second-tier support for IT incidents and requests under regional IT supervision, assess user technical requirements, deploy equipment, project rollouts and troubleshoot issues for users.

This position offers a valuable opportunity to gain hands-on experience in a fast-paced IT environment while contributing to our organization's success.

**Responsibilities**:

- ** User Support**: Serve as the first point of contact for internal employees and external stakeholders visiting or contacting the IT Department. Provide technical support to end-users, including set up of hardware and installation of software, and to ensure users are able to connect to the Company network.
- ** Ticket Management**: Assist in managing incoming IT service requests and inquiries through the ticketing system - ARTS (ServiceNow platform). Ensure that tickets are accurately categorized and resolved within the Service Level Agreement (SLA).
- ** Documentation**: Assist in maintaining documentation related to IT processes, procedures, and troubleshooting guides. Help ensure that documentation is up-to-date, organized, and easily accessible to team members and end-users.
- ** Inventory Management**: Perform computer finance asset tagging process and collaborate with the Regional Service Desk team to track and manage IT equipment inventory, including computers, peripherals, and other devices in the local Company. Assist in monitoring asset distribution and returns.
- ** Assistance in Basic Technical Support**: Provide basic technical assistance to employees and visitors such as password resets, printer setup, and software installation under the guidance of senior IT Service Desk staff.
- ** Vendor Coordination**: Support the coordination and communication with IT vendors (DELL, HP, Logitech, Plantronics etc.) for equipment maintenance, repairs, and service requests.
- ** Administrative Tasks**: Assist in various administrative tasks, including attending weekly Service Desk meetings, preparing weekly reports (knowledge in PowerBI will be valuable) in PowerPoint to share with the Region, and maintaining IT-related database. It will be good to have RPA skillset to assist in automating the Service Desk processes, where applicable.
- ** Learning and Development**: Proactively seek opportunities to learn about IT technologies, best practices, and industry trends. Participate in training sessions and workshops to enhance technical and professional skills, as and when necessary.
- ** Security Management**: Implement and maintain security policies and procedures to protect data and systems. Stay updated on cybersecurity threats and best practices to mitigate risks.

**Requirement**:

- Bachelor's degree in Information Technology/Computer Science or a related field.
- Minimum 3 years of relevant experience.
- Strong interest in IT and a desire to learn about IT operations and support.
- Good understanding of computer hardware, software, and networking concepts.
- Proficiency in ServiceNow, Microsoft Office Suite 2016/2019 (Word, Excel, PowerPoint), Power BI, O365, Microsoft Teams, Cisco Jabber, Cisco AnyConnect, Robotic Process Automation (RPA) or UiPath.
- Good to have experience in Zscaler, Trellix, Netwitness, Nessus.
- Excellent communication and interpersonal skills. Speak fluent English is a must.
- Detail-oriented with strong organization and follow-up skills.
- Ability to work independently and collaborate within a regional team setup.
- Customer-focused attitude and a willingness to assist others.
- Prior experience in customer service, administrative support, or IT-related roles is a pl

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