Helpdesk

PT SINAR MANDALA TEKNOLOGI

Denpasar Barat

On-site

IDR 66,960,000 - 100,440,000

Full time

6 days ago

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Benefits offered by this job

Competitive salary package

Certification support

Mentors and training

Career progression

Health and wellness benefits

Dynamic Bali workplace

Access to latest technology

Flexible work arrangements

Job summary

PT SINAR MANDALA TEKNOLOGI is seeking a dedicated Helpdesk professional to join our IT Support team in Denpasar Barat, Bali. This full-time role provides first-line technical support to clients and internal users, helping to resolve issues and ensure smooth IT operations.

The ideal candidate has 1–2 years of helpdesk experience, strong knowledge of Windows/macOS, and solid communication skills in English and Bahasa Indonesia.

Qualifications

High school diploma or equivalent; relevant technical certifications are highly desirable.
1–2 years of experience in a helpdesk or IT support role.
Strong knowledge of Windows and macOS; able to troubleshoot common issues.
Familiarity with hardware, peripherals, and basic networking concepts.
Experience with ticketing systems and IT support software.
Excellent communication and ability to explain technical concepts to non-technical users.
Strong problem-solving abilities and attention to detail.
Ability to multitask and prioritise support requests in a fast-paced environment.
Patient, empathetic approach; first-contact resolution.
Proficiency in English and Bahasa Indonesia; other languages advantageous.

Responsibilities

Respond to user support requests via phone, email, and ticketing systems with professionalism and promptness
Diagnose, troubleshoot, and resolve technical issues related to hardware, software, and network connectivity
Provide clear explanations of technical issues to non-technical users
Document all support tickets and maintain records
Escalate complex issues to senior staff or specialised teams
Perform routine maintenance including software updates, driver installations, and system patches
Assist with user onboarding, including setting up new equipment and accounts
Maintain high level of customer service while managing multiple requests
Contribute to creation and maintenance of support documentation and knowledge base
Collaborate with IT team to identify and implement system improvements

Skills

Communication

Problem-solving

Multitasking

Customer-focused

English & Bahasa Indonesia

Education

High school diploma or equivalent

CompTIA A+

Microsoft Certified: Modern Desktop Administrator

Tools

Ticketing systems

IT support software

Job description

About us

PT SINAR MANDALA TEKNOLOGI is a forward-thinking technology company committed to delivering innovative IT solutions and exceptional support services. We pride ourselves on fostering a collaborative environment where skilled professionals can grow and make meaningful contributions to our clients' success. Our mission is to provide reliable, efficient, and customer-focused IT support that enables businesses to operate seamlessly in an increasingly digital world.

About the role

We are seeking a dedicated and customer-focused Helpdesk professional to join our growing IT Support team in Denpasar Barat, Bali. This is a full-time position that plays a vital role in delivering first-line technical support to our clients and internal users. As a Helpdesk specialist, you will be the first point of contact for users experiencing technical issues, providing timely resolutions and exceptional service. Your work will directly impact user satisfaction and the smooth operation of our clients' IT infrastructure.

Key responsibilities

Respond to user support requests via phone, email, and ticketing systems with professionalism and promptness
Diagnose, troubleshoot, and resolve technical issues related to hardware, software, and network connectivity
Provide clear and user-friendly explanations of technical issues and solutions to non-technical users
Document all support tickets accurately and maintain comprehensive records of issues and resolutions
Escalate complex technical problems to appropriate senior technical staff or specialised teams
Perform routine maintenance tasks, including software updates, driver installations, and system patches
Assist with user onboarding, including setting up new equipment and accounts
Maintain a high level of customer service and professionalism whilst managing multiple support requests
Contribute to the creation and maintenance of support documentation and knowledge base articles
Collaborate with other IT team members to identify and implement system improvements

What we're looking for

High school diploma or equivalent; technical certification (CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar) is highly desirable
Proven experience in a helpdesk or IT support role, ideally with 1–2 years of prior experience
Strong technical knowledge of Windows and macOS operating systems, including troubleshooting common issues
Familiarity with hardware components, peripherals, and basic networking concepts
Experience with ticketing systems and IT support software
Excellent communication skills with the ability to explain technical concepts to non-technical users
Strong problem-solving abilities and attention to detail
Ability to multitask and prioritise support requests effectively in a fast-paced environment
Patient, empathetic approach to user support with a commitment to first-contact resolution
Proficiency in English and Bahasa Indonesia is essential; additional language skills are advantageous
Willingness to learn and stay updated with emerging technologies and IT trends

What we offer