job description
Join HCLTech as a Service Desk Analyst in the vibrant heart of Bali! We are urgently hiring a customer-focused IT professional to provide exceptional technical support to our global clients. This is a unique opportunity to work with a leading multinational technology company while enjoying the tropical work-life balance Bali has to offer.
As part of our dynamic team, you will serve as the first point of contact for IT-related inquiries, troubleshooting hardware/software issues, and ensuring seamless service delivery. Your role will be pivotal in maintaining high customer satisfaction and operational efficiency.
Whether you're based in Canggu, Ubud, Denpasar, or other Bali hotspots, this role offers flexibility with hybrid/remote options. Ideal for tech-savvy professionals who thrive in fast-paced environments and are passionate about problem-solving.
Responsibility
- Provide first-level technical support via phone, email, and chat for hardware, software, and network issues
- Log, track, and resolve incidents and service requests using ITIL-based ticketing systems
- Diagnose and troubleshoot common IT problems (Windows/macOS, MS Office, VPN, printers, etc.)
- Escalate complex issues to higher-tier support teams with detailed documentation
- Maintain accurate records of all interactions and resolutions in the knowledge base
- Assist with user account management, password resets, and access permissions
- Conduct remote desktop support and guide users through step-by-step solutions
- Collaborate with global teams to ensure 24/7 service availability
Qualifications
- Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience)
- 1-3 years of experience in IT support, helpdesk, or service desk roles
- Strong knowledge of Windows/macOS operating systems and Microsoft Office Suite
- Familiarity with ticketing systems (e.g., ServiceNow, Zendesk) and ITIL frameworks
- Excellent English communication skills (written and verbal)
- Problem-solving mindset with a customer-centric approach
- Ability to work in shifts (including nights/weekends) to support global clients
- Certifications like CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop are a plus