IT Service Desk Technician

HIPRA is a pharmaceutical and biotechnological company focused on prevention and diagnosis for animal and human health, with a broad range of highly innovative vaccines and an advanced diagnostic service. 

HIPRA has a solid international presence in more than 40 countries, with its own subsidiaries, 11 diagnostic centres and 6 production plants strategically located in Europe (Spain) and America (Brazil).

Research and Development constitute the core of its knowledge. HIPRA dedicates 10% of its annual turnover to R&D activities that concentrate on the creation and application of the latest scientific advances to the development of the highest quality innovative vaccines. To give added value to its vaccination experience, the company also develops medical devices and traceability services.

We are currently looking for a new IT Service Desk Technician based in Jakarta, Indonesia to provide technical support to all users regarding the use of avaliable computer and IT resources.

 The main functions of the job are to:

• Serve as the first point of contact for users seeking technical assistance
• Perform remote troubleshooting using diagnostic techniques and relevant questioning.
• Determine the most appropriate solution based on the issue and the information provided by users.
• Guide users through the troubleshooting process
• Escalate unresolved issues to the next level of support personnel
• Provide accurate information about IT products and services
• Record incidents, issues. and their resolutions in logs and ticketing systems
• Monitor , follow up, and update user status and information 
• Communicate with user feedback and suggestions to the appropriate internal teams
• Identify and recommend potential improvements to procedures and processes 
• Provide, configue and maintain end - user workplace devices and equipment 
• Comply with standard operating procedures (SOPs) 

For this position, the ideal candidate should have:

• Degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• Minimum 2-4 years of experience in an IT support / helpdesk / desktop supprort role, preferrably in a multinational or nulti-site environment
• Experience supporting users across multiple countries / time zones is preferred.

Abilities: 

• Customer-focused and service-oriented
• proactive problem-solver with strong analytical skills
• Organized with good time management and ability to prioritize across multiple requests 
• Collaborative team player, comfortable working with global and local stakeholders 
• Flexibility to work outside standard hours on occasion to support critical incidents or project activities across time zones
• Having strong knowleadge of Windows, Microsoft 365, basis networking and basic understanding or IT security best practices 

HIPRA offers equal opportunity to all of its employees.
All qualified applicants will be considered for the position to be filled, without regard to gender, race, nationality, disability or age.
All hiring decisions are made on the basis of merit, competence and the needs of the company.