job description
Join ConnectOS as an IT Service Desk Analyst in the heart of Bali! We’re seeking a customer-focused professional to provide exceptional technical support to our retail clients in Australia while enjoying the vibrant work culture of our office in Canggu, Badung.
As a key member of our IT team, you’ll troubleshoot hardware/software issues, manage service requests, and ensure seamless IT operations for our users. This is a fantastic opportunity to grow your career in IT support within a dynamic, international environment.
Why Bali? Work in a tropical paradise with a thriving expat and tech community, modern office spaces, and a perfect work-life balance. Office-based role with a collaborative, fast-paced atmosphere.
Responsibility
- Provide first-level IT support via phone, email, and chat for retail users in Australia.
- Diagnose and resolve hardware, software, and network issues efficiently.
- Log, track, and manage service desk tickets using ITIL best practices.
- Assist with user account management, password resets, and access permissions.
- Collaborate with senior IT staff to escalate and resolve complex technical problems.
- Maintain accurate documentation of IT processes and solutions.
- Conduct basic system maintenance and updates as required.
- Ensure compliance with company security policies and data protection standards.
Qualifications
- Minimum 1.5+ years of experience in a service desk or IT support role.
- Strong knowledge of Windows/macOS, Microsoft Office 365, and basic networking.
- Familiarity with ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools.
- Excellent communication skills in English (written and verbal).
- Problem-solving mindset with a customer-first approach.
- Ability to work in a fast-paced, office-based environment.
- Certifications like CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop are a plus.
- Experience supporting retail or multi-site environments is advantageous.