Deskripsi Pekerjaan
Informasi lengkap tentang posisi dan persyaratan
Ringkasan Yukerja
Lowongan IT Application Support Asst. Manager (Talent Pool) di Erajaya kami kurasi dari JobStreet (kategori Teknologi & IT). Perhatikan lokasi kerja (Jakarta) sebelum melamar. Yukerja.com bukan pemberi kerja — lamaran diproses di situs sumber resmi.
Job Description
- Lead and supervise the L1 Helpdesk team in day-to-day operations
- Ensure SLA compliance for incidents, service requests, and problems
- Act as the first escalation point for complex or critical issues
- Monitor ticket queues, workload distribution, and team performance
- Coordinate with L2/L3 teams, vendors, and business stakeholders
- Provide support for SAP and non-SAP applications (POS, Odoo, etc.)
- Maintain SOPs, documentation, and knowledge base updates
- Identify recurring issues and propose improvements or automation
- Prepare regular operational reports (SLA, trends, risks)
- Support continuous improvement in IT service delivery
Job Requirements
- Minimum 5 years experience in IT Support / Helpdesk
- Proven experience leading or supervising an IT support team
- Strong understanding of IT Helpdesk & IT Support operations
- Experience supporting SAP systems (basic functional knowledge)
- Experience with non-SAP applications (POS, Odoo, or similar ERP)
- Good understanding of IT infrastructure (network, server, end-user computing)
- Familiar with ITSM tools and ticketing systems
- Strong communication, coordination, and stakeholder management skills
- Able to work under pressure in a fast-paced environment