IT Helpdesk Specialist - First-Line Support

PT Chandra Asri Pacific Tbk; Jakarta Pusat; Sur place; IDR 78 120 000 - 133 920 000; Plein temps

Résumé du poste

Chandra Asri Group is seeking an IT Helpdesk Specialist to provide first-line support for employees, log and categorize IT incidents, and resolve issues within L1 scope. You will coordinate with L2 teams and follow ITSM processes to improve service delivery.

The role requires hands-on experience with Jira Service Management, ServiceNow, and Microsoft 365, plus strong English communication. A bachelor’s degree in IT and 2–7 years in enterprise IT support are preferred.

Qualifications

• Bachelor's degree in IT, Computer Science, Information Systems, or related field.

Responsabilités

• Receive, log, categorize, and prioritize IT incidents and service requests.
• Perform initial troubleshooting using KB articles and procedures.
• Resolve issues at first contact where possible and escalate to L2 when needed.
• Monitor and follow up on open tickets to meet SLA.
• Contribute to knowledge base and monthly reporting on ticket volume and CSAT.

Connaissances

English fluency

Troubleshooting

Communication

Formation

Bachelor's degree in IT/CS/IS

Outils

Jira Service Management

ServiceNow

Microsoft 365

Description du poste

Chandra Asri Group is seeking an IT Helpdesk Specialist to provide first-line support for employees, log and categorize IT incidents, and resolve issues within L1 scope. You will coordinate with L2 teams and follow ITSM processes to improve service delivery.

The role requires hands-on experience with Jira Service Management, ServiceNow, and Microsoft 365, plus strong English communication. A bachelor’s degree in IT and 2–7 years in enterprise IT support are preferred.