job description
Join Satellite Office as a Service Desk Analyst and become the first point of contact for IT support across our dynamic business. Based in the vibrant heart of Canggu, Bali, you will play a pivotal role in ensuring seamless IT operations, providing technical assistance, and maintaining high levels of customer satisfaction. This is an exciting opportunity for a tech-savvy professional to grow in a collaborative environment while enjoying the unique work-life balance that Bali offers.
As a Service Desk Analyst, you will troubleshoot hardware and software issues, manage IT service requests, and contribute to the continuous improvement of our IT infrastructure. Your problem-solving skills and customer-centric approach will be key to delivering exceptional support to our team and clients.
If you are passionate about technology, thrive in a fast-paced environment, and want to be part of a forward-thinking company, we invite you to apply and take the next step in your IT career with us.
Responsibility
- Serve as the primary point of contact for IT-related inquiries and support requests via phone, email, and chat.
- Diagnose and resolve hardware, software, and network issues for end-users in a timely manner.
- Escalate complex technical problems to the appropriate IT teams while ensuring clear communication with users.
- Maintain accurate records of IT incidents, requests, and resolutions in the service desk ticketing system.
- Assist in the setup, configuration, and maintenance of IT equipment, including laptops, desktops, and mobile devices.
- Provide guidance and training to users on IT best practices and company policies.
- Monitor IT systems and services to identify potential issues and proactively address them.
- Collaborate with IT teams to improve service delivery and enhance the user experience.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Proven experience in a service desk or IT support role, with a strong understanding of ITIL frameworks.
- Proficiency in troubleshooting Windows and macOS operating systems, as well as common business applications.
- Excellent communication skills, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving skills and a customer-focused mindset.
- Familiarity with remote support tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow).
- Ability to work independently and as part of a team in a fast-paced environment.
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator are a plus.