job description
Join HCLTech as an IT Service Desk Specialist in beautiful Bali, Indonesia! As the first point of contact for technical assistance, you will play a pivotal role in delivering exceptional IT support to our global clients and internal teams. This is a unique opportunity to combine your technical expertise with outstanding customer service skills in a dynamic, international work environment.
Based in one of Baliâs vibrant hubsâCanggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badungâyouâll troubleshoot hardware, software, and network issues, ensuring seamless operations for end-users. Whether you're resolving tickets, guiding users through technical challenges, or escalating complex problems, your work will directly impact productivity and satisfaction.
At HCLTech, we value innovation, collaboration, and continuous learning. If youâre passionate about technology and thrive in a fast-paced, customer-centric role, weâd love to hear from you!
Responsibility
- Serve as the primary contact for IT-related inquiries via phone, email, chat, or ticketing systems.
- Diagnose and resolve hardware, software, and network issues for end-users, including laptops, desktops, printers, and mobile devices.
- Provide step-by-step technical guidance to non-technical users, ensuring clear and patient communication.
- Log, track, and manage support tickets using IT service management (ITSM) tools (e.g., ServiceNow, Zendesk).
- Escalate unresolved issues to higher-tier support teams with detailed documentation.
- Maintain and update knowledge base articles and FAQs to improve self-service options.
- Monitor system performance and proactively identify potential IT issues before they impact users.
- Collaborate with cross-functional teams to implement IT solutions and process improvements.
Qualifications
- Bachelorâs degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Minimum 2+ years of experience in IT support, help desk, or service desk roles.
- Strong knowledge of Windows/macOS, Microsoft Office 365, Active Directory, and basic networking (TCP/IP, DNS, DHCP).
- Experience with ITSM tools (e.g., ServiceNow, Jira, Zendesk) and remote support software (e.g., TeamViewer, AnyDesk).
- Excellent communication skills in English (written and verbal) with a customer-first mindset.
- Certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator are a plus.
- Ability to work in shift-based or on-call rotations as needed.
- Problem-solving skills with a proactive and detail-oriented approach.