Bilingual IT Service Desk Lead (Indonesia) - Contract

Tech Junction Ltd; Indonesia; On-site; IDR 78,120,000 - 133,920,000; Full time

Benefits offered by this job

Contract position

Immediate start

Indonesian base opportunity

Job summary

AMK Technology is seeking an experienced Service Desk Agent (Bilingual) to join our Managed IT Operations Support team in Indonesia on a contract basis. In this pivotal role you will oversee mission-critical IT operations, lead technical teams, ensure rigorous SLA compliance, and drive service excellence across enterprise infrastructure environments.

You will manage shift rosters, direct incident triage, perform root-cause analysis, and mentor junior staff while maintaining thorough operational

Qualifications

• 3–5 years in IT operations, network ops, service desk, or tech support.
• ITIL knowledge, ticketing systems, and enterprise monitoring experience.
• Strong problem solving, analytical, and customer-service orientation.
• Based in Indonesia with immediate or short-notice availability.
• Bachelor’s degree in IT/CS/Engineering or related field.
• MSP environment experience and bilingual English/Indonesian preferred.

Responsibilities

• Lead and coordinate daily operations for the Service Desk Agent (Bilingual) function.
• Ensure strict adherence to SLAs, targets and KPIs.
• Manage incident escalation pathways, troubleshoot bottlenecks, restore service quickly.
• Coordinate with regional field teams, IT management and vendors to maintain uptime.
• Drive process improvements, automation, and IT operations optimization.
• Oversee QA, performance reporting, and compliance to security policies.
• Mentor engineering and support staff; maintain operational logs and asset records.

Skills

IT operations

Network operations

Service desk management

Technical support

ITIL

Ticketing systems

Monitoring platforms

Problem solving

Analytical thinking

Customer focus

Communication skills

MSP experience

Bilingual (English+Indonesian)

Education

Bachelor's degree in IT/CS/Engineering

Tools

ITIL Foundation

Cisco CCNA

Microsoft Certified Professional

Job description

AMK Technology is seeking an experienced Service Desk Agent (Bilingual) to join our Managed IT Operations Support team in Indonesia on a contract basis. In this pivotal role you will oversee mission-critical IT operations, lead technical teams, ensure rigorous SLA compliance, and drive service excellence across enterprise infrastructure environments.

You will manage shift rosters, direct incident triage, perform root-cause analysis, and mentor junior staff while maintaining thorough operational