job description
Join a dynamic IT team in Bali as a Service Desk Analyst specializing in Incident Management. In this critical role, you will serve as the first point of contact for end-users, ensuring seamless resolution of technical issues while maintaining high service levels. Based in the vibrant region of Badung, you’ll work in a fast-paced environment, leveraging your expertise in Level 1 and Level 2 support to minimize downtime and enhance user productivity.
This position offers the opportunity to work with cutting-edge IT service management tools, collaborate with cross-functional teams, and contribute to continuous service improvement initiatives. If you are a problem-solver with a passion for customer service and a knack for troubleshooting, this role is your chance to make a tangible impact in a growing organization.
Enjoy the work-life balance of Bali while advancing your career in IT support. Competitive salary, professional development opportunities, and a collaborative work culture await you.
Responsibility
- Provide first-level technical support via phone, email, and chat, ensuring timely resolution of user incidents and service requests.
- Log, categorize, prioritize, and escalate incidents using ITSM tools (e.g., ServiceNow, Jira) in accordance with ITIL best practices.
- Troubleshoot hardware, software, network, and access issues for end-users, including remote and on-site support where necessary.
- Monitor incident queues, follow up on open tickets, and ensure SLA compliance for resolution times.
- Collaborate with Level 3 support and vendor teams to resolve complex technical issues.
- Maintain accurate documentation of incident resolutions and knowledge base articles for self-service support.
- Identify recurring incidents and proactively suggest process improvements to reduce future occurrences.
- Deliver exceptional customer service with a professional and empathetic approach to user interactions.
Qualifications
- Minimum 2+ years of experience in a Service Desk or IT Support role, with a focus on incident management.
- Strong knowledge of Windows/macOS, Microsoft 365, Active Directory, and basic networking principles.
- Familiarity with ITIL frameworks and ITSM tools (e.g., ServiceNow, Zendesk, Freshservice).
- Excellent communication skills in English, both written and verbal, with a customer-centric mindset.
- Ability to work in shift-based environments (if applicable) and handle high-pressure situations with composure.
- Certifications such as CompTIA A+, ITIL v4 Foundation, or Microsoft Certified: Modern Desktop Administrator are a plus.
- Proven problem-solving skills and the ability to diagnose technical issues efficiently.
- Experience working in a multicultural or remote team is highly desirable.