IT Service Desk Engineer

Meet Unit4. We’re a fast-paced growth cloud company, changing the game in ERP for mid-market people-centric organizations. We’re on a mission to turn 40 years of conventional legacy ERP software on its head and re-write the industry.

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.

Place in the organization 

The IT Service Desk Engineer reports to the IT Support Manager

Purpose of the function 

The IT Service Desk Engineer is the point of contact for end users for operational questions, requests and problems regarding ICT services (incl. applications). Within the Service Desk, the IT Service Desk Engineer is responsible for first-line solutions to problems in the ICT services. As such, they are directly responsible for keeping the work environment of the end users productive. Tickets are coming in via different communication channels like Phone, Chat, Portal or mail. Most of the tickets will be submitted in a structured way via the IT Service Desk Portal. If the ticket cannot be resolved by the IT Service Desk Engineer, he/she will triage it to the right resolution group and will follow up.  

Service Requests which can be resolved via standard operational procedures will be resolved by the IT Service Desk Engineer.  

The position is in Jakarta (required to be able to WFO if needed) and mostly carried out between 12.00 - 10.00 PM WIB to serve users in European time zone. The candidate might also need to work in shifts and in stand-by where applicable. After an initial induction period in the office, you may choose to work largely from home.    

Output area’s  

1. Supporting users by telephone, chat, portal or mail in a broad area of IT topics like workstation, applications, telephony and network. 
2. As the SPOC for end users, the Service Desk Engineer analyses the call or ticket and determines how and with whom it can best being solved. The aim is to solve a high percentage by the Service Desk itself without 0 hubs.  
3. Registering, solving, communicating, coordinating, and following up incidents and problems often under high pressure and directly affecting the production process. Incidents and problems often vary in nature.  
4. Triage tickets to the relevant groups and follow-up 
5. Update the Service Now system with relevant information and   
6. Communication with end users and back-end departments 
7. Preparing and providing information (manuals, explanations, presentation) for users and internal IT usage   

Job requirements  

1. ICT related Bachelor level of knowledge with focus on Microsoft technologies  
2. At least 1–2 years experience in IT support and experience in a similar function is an absolute pre. 
3. Excellence communication skills both oral, writing and listening in English.  
4. Analytical ability combined with IT knowledge and organizational knowledge (gaining during the first period of the job) in order to (let) solve tickets. 
5. Highly service oriented to customers in order to solve their issue and or request. Creating a high customer satisfaction is important. 

A chance to participate in the development of a leading global software firm. You have the opportunity to work within an organization, that gives you the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment with enthusiastic colleagues who like to learn from each other.

At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy.

There is also time for you to have fun participating in social events organized by our Unit4Fun group, time for solidarity causes with our Unit4Cares group, time for sports with Unit4Moves and time to be conscious about the role of women in technology with our Business Women Network