job description
Join Satellite Office as a Senior Service Desk Analyst and take the lead in delivering exceptional IT support services in the heart of Bali. This is a unique opportunity to combine your technical expertise with leadership skills in a dynamic, international work environment.
As a key member of our IT team, you will oversee daily service desk operations, ensuring seamless technical support for our global workforce. Your role will involve troubleshooting complex IT issues, mentoring junior analysts, and implementing best practices to enhance service delivery. With Bali’s vibrant tech community as your backdrop, you’ll contribute to a culture of innovation and efficiency.
We’re looking for a proactive problem-solver with a passion for customer service and a track record of managing IT support teams. If you thrive in a collaborative setting and want to make an impact in a growing organization, this role is for you.
Responsibility
- Lead and mentor a team of service desk analysts to ensure high-quality IT support delivery.
- Oversee daily service desk operations, including ticket management, prioritization, and resolution.
- Act as the primary escalation point for complex technical issues, providing advanced troubleshooting and solutions.
- Develop and implement IT service desk policies, procedures, and best practices to improve efficiency.
- Collaborate with cross-functional teams to identify and resolve systemic IT issues.
- Monitor service desk performance metrics and implement improvements to enhance service levels.
- Ensure compliance with IT security protocols and data protection standards.
- Provide regular reports on service desk performance, trends, and recommendations for improvement.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or senior role.
- Strong knowledge of ITIL frameworks and service desk best practices.
- Proven experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk) and remote support tools.
- Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues.
- Exceptional communication and interpersonal skills, with the ability to lead and mentor a team.
- Certifications such as ITIL, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator are a plus.
- Experience working in a global or remote team environment is highly desirable.