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Date:  Jul 10, 2026

Officer-Platinum Helpdesk

Location: 

ID

Level: 
Employment Status:  Permanent
Department:  Group B2B Customer & Business Operation
Description: 

Role Purpose

  • Manage the team to do level-0 troubleshooting and escalate the problem by trouble ticketing system (problem identification)
  • Support for L1 Corporate MIDI Services Fault Localization and Handling any technical problem to internal Customer for Corporates Services (investigations, analysis, and problem solver)
  • To make sure the services provided to the customers meet the SLA committed in the contract (monitoring MTTR and Long outage Reduction).
  • Provide data for improvement actions on recurring incidents or requested by customers to increase after-sales service of Indosat’s corporate customer.

Job Details

  1. Operational Function
  • Performing handling complaint resolution from corporate customer (especially handled by EOS) related to service degradation and or service interruption.
  • Collecting and analyzing cases of resolution work which have complained by customers and make a decision and solution related to Indosat Ooredoo connectivity problem.
  • Coordination, escalation and follow-up tickets within Internal and External (3rd party) based on MTTR standard.
  • Supervise team properly to help its customer network complaint resolution.
  • Supervise long outage analyzation to find out the way to accelerate the recovery work.
  • Provide the Detail Handling Process History as requested by Related Team.
  • Meeting with Customer and Related Team as part of Indosat Corporate Problem Resolution
  1. Improvement activities
  • Providing data and Follow UP to QI and SM Team for improvement actions on recurring incidents  or requested by customers to increase after sales service of MIDI customer,
  1. Team Management
  • Monitor and evaluate the performance of vendors or outtask to have the best supporting team. Support project monitoring implementation that impact for Corporate customer
  • Responsible for team [agents] improvement hard skill and soft skill which is required by customer.

 

Qualification:

  • Background in Telecommunication Engineering, Electrical Engineering, Information Technology Engineering (minimum Bachelor degree).
  • Certification on certain area (CCNA, expert of system, etc.) will be an advantage.

Experience:

  • Minimum 2-year experience in telecommunication system.
  • Wide understanding on telecommunication systems.
  • Good knowledge on quality and assurance process in telecommunication industry.
  • Understand business process within related functions.
  • Good understanding of project management
  • Some years experiences on telecommunication system operation will be useful.

Skill :

  • Good communication skills.
  • Good written and oral communication skills.
  • Strong analytical capability and skills.
  • Proficient in Microsoft Office application.
  • Proficient in English.

Behavior Competency:

  • Translating strategy into action
  • Accelerate business and customer.
  • Decisiveness
  • Cultivate networks & partnerships.
  • Making a difference
  • Learning agility

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