job description
Join NightOwl Convenience as an IT Service Desk Analyst and play a pivotal role in delivering top-tier technical support across our dynamic teams. Based in the vibrant hub of Canggu, Bali, youâll be the go-to expert for troubleshooting, Microsoft systems management, and ensuring seamless IT operations for our growing organization.
This is a unique opportunity to combine your technical expertise with exceptional customer service skills in a fast-paced, collaborative environment. Youâll work closely with cross-functional teams to resolve IT issues, optimize systems, and drive efficiencyâall while enjoying the work-life balance that Baliâs inspiring setting offers.
If youâre passionate about technology, thrive in problem-solving, and want to make a tangible impact, weâd love to hear from you. NightOwl Convenience is committed to fostering a culture of innovation, support, and professional growth.
Responsibility
- Provide first-level technical support via phone, email, and chat, resolving hardware, software, and network issues efficiently.
- Manage, configure, and troubleshoot Microsoft systems (Windows OS, Office 365, Active Directory, Exchange) and other enterprise applications.
- Monitor and maintain IT service desk tickets, ensuring timely resolution and clear communication with end-users.
- Collaborate with IT teams to diagnose and escalate complex issues, providing detailed documentation for root cause analysis.
- Conduct system maintenance, including patches, updates, and backups, to ensure optimal performance and security.
- Assist in onboarding/offboarding employees, including account creation, access provisioning, and equipment setup.
- Develop and update IT documentation, FAQs, and user guides to empower self-service support.
- Proactively identify recurring IT issues and recommend solutions to improve system reliability and user experience.
Qualifications
- Bachelorâs degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience (2+ years) in IT support, helpdesk, or service desk roles, preferably in a corporate environment.
- Strong proficiency in Microsoft technologies (Windows 10/11, Office 365, Active Directory, Azure AD).
- Excellent problem-solving and communication skills, with the ability to explain technical concepts to non-technical users.
- Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation are a plus.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira) and remote support tools.
- Ability to work independently and collaboratively in a fast-paced, multicultural team.
- Fluency in English (written and verbal); additional languages are advantageous.