ICT Support Analyst - Helpdesk

Beca; Jakarta Pusat; On-site; IDR 70,000,000 - 110,000,000; Full time

Benefits offered by this job

Professional development opportunities

Supportive work environment

Learn from Asia Pacific experts

Collaborative culture

Diverse and inclusive culture

Job summary

Beca is seeking a talented Helpdesk Analyst to join our IT Customer Service team. You will ensure hardware and software solutions support the work across over 1600 applications, delivering efficient ICT support to all Beca users.

You will handle 1st/2nd line requests, troubleshoot effectively, and collaborate with team members to resolve issues while maintaining positive relationships and sharing knowledge across the ICT group.

Qualifications

• 1-3 years’ IT Helpdesk, Service Desk, or Desktop Support experience.
• Strong knowledge of Windows, M365, Active Directory, Intune, security, permissions.
• Excellent troubleshooting, communication, and customer service skills.
• Proactive mindset and passion for technology.
• Provide 1st and 2nd level support for user requests and resolve issues promptly.
• Able to explain technical details to users with varying IT knowledge.

Responsibilities

• Deliver a high-quality standard of service to internal and external clients.
• Manage, prioritize or escalate incidents and service requests.
• Promote and manage knowledge sharing and information.
• Provide timely communications to clients and ICT leaders.
• Provide end-user IT support for hardware and software.
• Train and support staff on ICT systems as appropriate.
• Maintain relevant knowledge and documentation systems.
• Support special projects as directed.
• Build rapport and communicate professionally with team members and clients.

Skills

Windows OS

Microsoft 365

Active Directory

Troubleshooting

Customer service

1st/2nd line support

Tools

Intune

Configuration Manager

M365 Admin Center

Job description

The Opportunity

We are seeking a talented and self-motivated Helpdesk Analyst to join our busy IT Customer Service team, applying your technical expertise and learning, combined with your inquisitive mind for problem solving. You will ensure our team has the hardware and software solutions to enable the work they do, including compatibility with over 1600 applications used across our diverse business lines. Provide effective and efficient Information and Communication Technologies (ICT) support to all Beca users across the business

Key Responsibilities

• Deliver a high-quality standard of service to internal and external clients
• Manage, prioritize or escalate, Incidents and Service Requests aiming to maintain a high level of customer satisfaction
• Promote and manage the sharing of knowledge and information
• Provide timely and appropriate communications to clients, ICT team leaders and managers
• Provide end-user IT support for hardware and software
• Train and support Beca staff on Beca ICT Systems as appropriate
• Participate professionally and enthusiastically within the team
• Maintain relevant knowledge and documentation systems
• Provide support on special projects as directed
• Understands the broader team and manages escalations accordingly
• Maintain positive working relationships even when the situation becomes difficult
• Achieve team objectives through collective individual effort
• Build rapport and communicate professionally with all team members and clients

About you

• 1-3 years’ experience in IT Helpdesk, Service Desk, or Desktop Support.
• Strong knowledge of Windows, M365, Windows, ntra ID, Active Directory, Configuration Manager, Intune, security, file and directory permissions, adding/deleting users, etc
• Excellent troubleshooting, communication, and customer service skills.
• A proactive mindset and passion for technology.
• Providing 1st and 2nd level support for user requests and promptly resolve various software and hardware issues
• You enjoy digging into challenges and finding solutions, with the patience to interpret technical detail for users at all levels of IT knowledge.
• Good communication skills with the ability to listen effectively and communicate clearly with a range of people.
• You’ll be confident to support transition to new laptops, building and loading the relevant Beca branding and applications. Most of all, you’ll be eager to be part of the Beca story while establishing and progressing your IT career.

What we offer

• Professional development opportunities.
• A supportive and caring work environment where you can bring your whole self to work.
• Opportunities to learn from our industry experts and technical gurus across the Asia Pacific.
• A highly supportive environment of sharing and collaboration.
• Beca prides itself on supporting a diverse and inclusive culture