job description
Join ConnectOS as an IT Service Desk Analyst L1 and become the first point of contact for technical support in our dynamic, hybrid work environment. This role is perfect for tech-savvy professionals who thrive in troubleshooting IT issues, delivering exceptional customer service, and ensuring seamless operations for our global clients. Based in beautiful Bali, you'll enjoy a flexible work setup while contributing to a cutting-edge IT support team.
As an L1 Analyst, you'll handle a variety of IT incidents and service requests, from password resets to software installations, while escalating complex issues to higher tiers. Your role is crucial in maintaining productivity and user satisfaction across our organization. If you're passionate about technology, problem-solving, and working in a collaborative environment, this is your opportunity to grow with a leading IT services provider.
At ConnectOS, we value innovation, teamwork, and continuous learning. You'll have access to training programs, career development opportunities, and a supportive work culture that fosters professional growth. Enjoy the best of both worldsâremote flexibility and the vibrant culture of Baliâwhile building a rewarding career in IT support.
Responsibility
- Provide first-level technical support via phone, email, and chat for hardware, software, and network issues.
- Troubleshoot and resolve common IT incidents, including password resets, account lockouts, and basic software configurations.
- Log, track, and escalate unresolved issues to L2/L3 support teams with detailed documentation.
- Assist with onboarding and offboarding processes, including setting up accounts, devices, and access permissions.
- Maintain accurate records of support tickets and resolutions in the IT service management system.
- Collaborate with cross-functional teams to identify recurring issues and contribute to knowledge base articles.
- Monitor IT service desk queues and ensure timely responses to service requests within SLAs.
- Participate in rotational shifts to provide 24/7 support coverage as needed.
Qualifications
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum 1 year of experience in IT support, helpdesk, or service desk roles.
- Strong knowledge of Windows/macOS, Microsoft Office 365, and basic networking concepts.
- Familiarity with ITIL frameworks and service desk best practices is a plus.
- Excellent communication skills in English, both written and verbal.
- Ability to work independently and collaboratively in a hybrid/remote environment.
- Customer-focused mindset with a passion for delivering high-quality technical support.
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator are advantageous.