Hasnur Informasi Teknologi (HIT) is a leading IT services provider offering comprehensive solutions to support business operations and drive digital transformation. We specialize in IT infrastructure management, technical support, and system innovation across various industries.As an IT Helpdesk, I am in charge of:• Technical Support: Provide first-level technical support to end-users, troubleshooting hardware and software issues • Incident Management: Resolve IT inquiries and problems through various channel (phone, email, and ticketing system). Prioritized and managed incident tickets to ensure timely resolution. • Administrative Tasks: Prepare Purchase Request in SAP for IT procurement needs across departments and documented Record of Managed Services for Hasnur Group entities. • Knowledge Management: Maintain accurate documentation of IT procedures and troubleshooting steps • Team Collaboration: Collaborate with other IT teams to resolve complex technical issues

Acting as Team Leader for Helpdesk, I responsible to:• Led and supervised a team of Helpdesk technicians, assigning tasks, monitoring performance, and providing guidance, successfully achieved the target of resolving priority disruptions of 150+ tickets per day. • Increased Helpdesk team efficiency by 30% through implementation of 13 Performance Indicators and utilization of data for problem identification and correction. • Implemented strategies to improve team productivity and efficiency, streamlining processes and optimizing workflows. • Provided training and support to team members to improve technical skills and customer service capabilities, resulting in a 25% increase in customer satisfaction scores. • Communicated effectively with key stakeholders, including Site Managers and General Managers, providing regular updates on team performance and project status through detailed reports generated using Microsoft Office and Google Suite.

As a Helpdesk I responsible to several daily task as below:• Monitored network performance and proactively addressed potential service disruptions, including performed remote diagnostics and configuration of network equipment and coordinated with field technicians to expedite network restoration efforts.• Efficiently resolved 100+ daily incident tickets (voice, internet & IPTV) in the West Jakarta area, minimizing customer downtime and maximizing network uptime. • Generated accurate and timely reports on network incidents and service requests, maintained a 1-2 hour average resolution time for incidents, exceeding Service Level Agreements (SLAs) and boosting customer satisfaction. • Employed active listening and conflict resolution skills to de-escalate situations and maintain positive customer interactions.