IT Desk Operation Analyst

PT TOYOTA ASTRA FINANCIAL SERVICES; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A financial services company in Jakarta is seeking an IT Support Specialist to provide first-level technical support, monitor IT operations, and collaborate with teams to resolve issues. The ideal candidate will have a Bachelor's degree in IT or related field, 1–3 years of experience, and proficiency in ticketing systems like ServiceNow or Jira. This role emphasizes analytical skills and customer orientation.

Qualifications

• Bachelor's degree in Information Technology or related field.
• 1–3 years of experience in IT support or service desk.
• Proficiency in ticketing systems.

Responsibilities

• Provide first-level technical support and resolve user incidents.
• Monitor daily IT operations and service availability.
• Record and track issues through the ticketing system.

Skills

Technical support

Analytical skills

Problem-solving skills

Communication skills

Customer-oriented

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Jira

Job description

Responsibilities

• Provide first-level technical support and resolve user incidents in a timely manner.
• Monitor daily IT operations, system performance, and service availability.
• Record and track issues through the ticketing system and ensure SLA compliance.
• Analyze incident trends and prepare regular service performance reports.
• Maintain and update IT asset inventory and user access records.
• Collaborate with other IT teams to resolve escalated technical issues.
• Develop and maintain SOPs, troubleshooting guides, and knowledge base documentation.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 1–3 years of experience in IT support, service desk, or operations environment.
• Proficiency in using ticketing systems (e.g., ServiceNow, Jira, or similar tools).
• Basic knowledge of networking, operating systems (Windows/Linux), and Microsoft 365.
• Strong analytical, problem-solving, and communication skills.
• Customer-oriented with the ability to work effectively in a team.