IT Service Desk

PT Intikom Berlian Mustika - Talent Acquisition; Jakarta Pusat; On-site; IDR 72,000,000 - 110,000,000; Full time

Job summary

PT Intikom Berlian Mustika - Talent Acquisition in Jakarta is seeking an IT Service Desk Analyst to deliver VIP IT support to users and management across systems, apps, devices, and workplace technology. You will handle Level 1 incidents, manage accounts, and coordinate with vendors to improve service quality.

The role requires a Diploma in IT, 3+ years of IT Service Desk experience, proficiency in Windows/Linux/Microsoft Office, and ITIL certification. A valid SIM A license is preferred.

Qualifications

• A minimum Diploma degree in Informatics Engineering, Computer Science, Information Systems, or a related IT field.
• At least 3 years of experience in IT Service Desk or IT Support.
• Proficiency in Windows 10, Linux, and Microsoft Office products.
• Understanding of Group Policy Object concepts and deployment processes using RIS.
• Knowledge of email management and productivity tools within Google Workspace.
• Strong understanding of TCP/IP networking, WAN/LAN telecommunications infrastructure, PABX, and VoIP.
• Skills in the automation and operation of meeting room and video conferencing systems.
• Basic knowledge of standard hardware and software used in a business environment.
• An official ITIL v4 or v5 certification.
• Ability to drive a four-wheeled vehicle and a valid SIM A driver's licence.

Responsibilities

• Provide VIP IT support to users and management to ensure optimal IT service delivery.
• Troubleshoot hardware, software, network, and business application issues as Level 1 Support.
• Manage user accounts across Windows, email, SAP, and VPN environments, including account creation, access modifications, password resets, and unlocks.
• Provide SAP operational support and manage user authorisations based on assigned roles.
• Manage IT incidents end-to-end, including logging, escalation, coordination, and ticket resolution.
• Deliver timely remote support using remote access tools.
• Support end-user devices, including desktops, laptops, printers, iPhones, antivirus software, and business applications.
• Conduct routine checks of IT equipment, meeting rooms, and video conferencing facilities to ensure operational readiness.
• Coordinate with internal teams and vendors to resolve issues and improve IT service quality.
• Participate in Continuous Service Improvement initiatives to increase the effectiveness of IT support services.

Skills

VIP IT support

Incidents management

Remote support

Account administration

Communication skills

Education

Diploma in IT field

Tools

Windows 10

Linux

Microsoft Office

Google Workspace

SAP

RIS deployment

Group Policy Objects

VPN

Job description

Provide high-quality VIP IT support to users and management, ensuring reliable IT service delivery across systems, applications, devices, and workplace technology. This role delivers Level 1 support, manages user access and authorisations, resolves incidents end-to-end, and contributes to continuous service improvement.

Scope of Work

Provide VIP IT support to users and management to ensure optimal IT service delivery.

Troubleshoot hardware, software, network, and business application issues as Level 1 Support.

Manage user accounts across Windows, email, SAP, and VPN environments, including account creation, access modifications, password resets, and account unlocks.

Provide SAP operational support and manage user authorisations based on assigned roles.

Manage IT incidents end-to-end, including logging, escalation, coordination, and ticket resolution.

Deliver timely remote support using remote access tools.

Support end-user devices, including desktops, laptops, printers, iPhones, antivirus software, and business applications.

Conduct routine checks of IT equipment, meeting rooms, and video conferencing facilities to ensure operational readiness.

Coordinate with internal teams and vendors to resolve issues and improve IT service quality.

Participate in Continuous Service Improvement initiatives to increase the effectiveness of IT support services.

Requirement

A minimum Diploma degree in Informatics Engineering, Computer Science, Information Systems, or a related IT field.

At least 3 years of experience in IT Service Desk or IT Support.

Proficiency in Windows 10, Linux, and Microsoft Office products.

Understanding of Group Policy Object concepts and deployment processes using RIS.

Knowledge of email management and productivity tools within Google Workspace.

Strong understanding of TCP/IP networking, WAN/LAN telecommunications infrastructure, PABX, and VoIP.

Skills in the automation and operation of meeting room and video conferencing systems.

Basic knowledge of standard hardware and software used in a business environment.

An official ITIL v4 or v5 certification.

Ability to drive a four-wheeled vehicle and a valid SIM A driver's licence.

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Indonesia?
• What's your expected monthly basic salary?
• How many years' experience do you have as an Information Technology Service Desk Analyst?
• Which of the following types of qualifications do you have?

Computer Software & Networking 101-1,000 employees

Established in 1990, Intikom is a trusted IT solutions provider, helping clients stay ahead in the industry. We offer a wide range of products and services to meet IT lifecycle needs, serving businesses of all sizes across various industries, including private and state-owned sectors. Our success stems from strong leadership, teamwork, and a customer-focused approach. With a commitment to building long-term relationships, we prioritize an end-to-end experience to ensure lasting partnerships with our clients.

Established in 1990, Intikom is a trusted IT solutions provider, helping clients stay ahead in the industry. We offer a wide range of products and services to meet IT lifecycle needs, serving businesses of all sizes across various industries, including private and state-owned sectors. Our success stems from strong leadership, teamwork, and a customer-focused approach. With a commitment to building long-term relationships, we prioritize an end-to-end experience to ensure lasting partnerships with our clients.

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