Service Desk Analyst (Indonesian Speaker)

• 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.