1st-Line IT Service Desk Analyst — Bahasa Indonesia Support

PT Chandra Asri Pacific Tbk; Jakarta Pusat; On-site; IDR 144,000,000 - 252,000,000; Full time

Job summary

Chandra Asri Group is seeking an IT Service Desk Analyst (Talent Pool) to deliver 1st-level IT support in Indonesia, primarily in Bahasa Indonesia with working English. You will log, classify, and resolve inquiries for Microsoft 365, Windows, and business apps, and escalate with full context when needed.

Join our SSC to support user communities, maintain KBs, and collaborate with 3P partners. A Bachelor’s or Diploma in IT/related fields is required, with 2+ years in service desk roles.

Qualifications

• 2+ years of IT service desk / help desk experience.
• ITIL v4 Foundation preferred.
• Hands-on experience with at least one enterprise ticketing tool (ServiceNow, Jira Service Management, Freshservice) and a KBMS platform.

Responsibilities

• Receive and log inquiries via phone, email, chat, and self-service portal; perform initial screening and categorization.
• Provide 1st-level IT support for Microsoft 365, Windows, business applications, and connectivity.
• Escalate inquiries to Infrastructure, Security, SAP, and Non-SAP with complete context.
• Contribute to ticketing-system maintenance and KB management; share solutions for standard inquiries.
• Coordinate with 3P partners on tickets and tooling activities during transition and steady-state.

Skills

Customer service

Troubleshooting

De-escalation

Communication

Education

IT/related degree

Tools

ServiceNow

Jira Service Management

Freshservice

KBMS

Job description

Chandra Asri Group is seeking an IT Service Desk Analyst (Talent Pool) to deliver 1st-level IT support in Indonesia, primarily in Bahasa Indonesia with working English. You will log, classify, and resolve inquiries for Microsoft 365, Windows, and business apps, and escalate with full context when needed.

Join our SSC to support user communities, maintain KBs, and collaborate with 3P partners. A Bachelor’s or Diploma in IT/related fields is required, with 2+ years in service desk roles.