Provide Level 1 remote desktop support and perform other activities based on SOPs.
Route issues to internal 2nd and 3rd level IT support teams.
Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for end users.
Coordinate and manage relationships with vendors and support teams for issue resolution.
Administer and manage user account provisioning.
Diagnose and resolve issues through user interaction, including problem identification, log analysis, research, isolation, resolution, and follow-up.
Perform evaluation, analysis, and setup of PC-based software products such as word processors, spreadsheets, presentation tools, database systems, email, and communication tools.
Identify, evaluate, and prioritize customer problems and complaints.
Train users/operators on a limited basis and/or create training procedures.
Participate in ongoing training and departmental development initiatives.
Coordinate routine maintenance updates with IT staff and business units.
Maintain required documentation, including standards, configurations, and diagrams.
Provide knowledge transfer for End User Computing (EUC) operations.
Document issues, resolutions, and maintain the knowledge base.
Use Incident Management Systems to log, track, and resolve issues and service requests.
Adhere to quality standards, regulatory requirements, and company policies.
Ensure a positive customer experience by achieving First Call Resolution (FCR), maintaining optimal Average Handling Time (AHT), and minimizing rejected or reopened cases.
Maintain high login efficiency and availability for customer support.
Provide effective communication and technical support to Bahasa Indonesia-speaking end users while coordinating with global IT support teams.

Requirements:

Bachelor's Degree in IT, Computer Science, or a related field.
1–3 years of experience in Service Desk / IT Helpdesk / Technical Support in a global environment.
Proficiency in Bahasa Indonesia and English to support Bahasa Indonesia-speaking users and coordinate with global support teams.
Strong verbal and written communication skills in Bahasa Indonesia and English.
Hands-on experience with Windows-based operating systems (Windows 7, 10, 11).
Knowledge of servers, networks, storage, and IT infrastructure.
Proficiency in Active Directory and Microsoft Exchange.
Familiarity with ITSM tools such as ServiceNow.
Strong knowledge of MS Office Suite.
Understanding of internet browsers, VPN, remote access tools, and desktop applications such as WinZip and Acrobat.
Experience supporting laptops, desktops, printers, and mobile devices.
Ability to work in an on-site/offshore model with effective coordination.
Ability to work independently and in a team environment.
Strong problem-solving, troubleshooting, and triaging skills under pressure.
Ability to effectively understand, troubleshoot, and resolve technical issues raised by Bahasa Indonesia-speaking end users.
Good customer service skills with the ability to handle user issues professionally and efficiently.

Service Desk Analyst (Indonesian Speaker)