IT Service Desk Analyst

PT Chandra Asri Pacific Tbk; Jakarta Pusat; In loco; IDR 78.120.000 - 133.920.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

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

Mansioni

• 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.

Conoscenze

English fluency

Troubleshooting

Communication

Formazione

Bachelor's degree in IT/CS/IS

Strumenti

Jira Service Management

ServiceNow

Microsoft 365

Descrizione del lavoro

PT Chandra Asri Sentral Solusi (CASS) is a subsidiary of PT Chandra Asri Pacific Tbk (Chandra Asri Group) established to deliver Shared Service Center (SSC) solutions that support the Group’s growing business operation.

Our commitment is to empower Chandra Asri Group’s transformation and long-term growth by becoming a trusted strategic partner in business support and service delivery.

CASS plays a vital role in enhancing efficiency, standardizing process and driving operational excellence across the Group’s subsidiaries-including entities based in Singapore.

Job Purpose

Provide first-line IT support to employees by handling IT incidents and service requests, resolving issues within L1 scope, and coordinating with L2 IT teams when further support is required.

Key Responsibilities

• Receive, log, categorize, and prioritize IT incidents and service requests through phone, email, and Jira Service Management.
• Gather complete information about the issue and ensure tickets are clearly documented.
• Perform initial troubleshooting using approved Knowledge Base (KB) articles and procedures.
• Resolve issues at first contact where possible and elevate unresolved issues to the appropriate L2 team.
• Monitor and follow up on open tickets to ensure timely resolution within SLA.
• Coordinate with users and L2 teams to obtain additional information when required.
• Confirm resolution with users before closing tickets.
• Identify Knowledge Base gaps and recommend updates where needed.
• Support monthly reporting on ticket volume, SLA, First Call Resolution (FCR), and customer satisfaction.
• Follow ITSM processes and contribute to continuous improvement of the Service Desk.
• Participate in knowledge transfer sessions from L2 teams, vendors, and subject matter experts to continuously improve Service Desk support capability.
• Contribute to the creation, review, validation, and improvement of Knowledge Base articles and support documentation.
• Identify recurring incidents suitable for Shift Left initiatives and provide feedback to improve First Contact Resolution and expand Level 1 support capability.
• Escalate Priority 1 incidents and suspected cybersecurity incidents in accordance with established incident management and security procedures.
• Support monthly reporting on ticket volumes, SLA, First Call Resolution (FCR), and customer satisfaction.

Requirements

Education & Experience

• Bachelor's degree in IT, Computer Science, Information Systems, or related field.
• 2 – 7 years of experience in IT Helpdesk, Service Desk, or IT Support, preferably in an enterprise environment.
• Experience working with L2 teams across infrastructure, network, cloud, security, and applications.
• Preferably to have exposure to SAP environments
• Working knowledge of ITSM processes, including Incident, Service Request, Change, and Problem Management.
• Hands‑on experience with Jira Service Management, ServiceNow, or similar ITSM tools.
• Good knowledge of Microsoft 365 (Teams, Outlook/Exchange, SharePoint, OneDrive) and Windows.
• Good troubleshooting, analytical, and problem‑solving skills.
• Good documentation and attention to detail.
• Fluent in spoken and written English.

Join us at Chandra Asri Group and be part of shaping a smarter, more connected future.

Chandra Asri is only releasing official job posting at Chandra Asri Career Site (careers.chandra-asri.com), Linkedin & Jobstreet. The Company will contact shortlisted candidate via official corporate email & phone, and will not send any hardcopy invitation for interview. Please note that the Company doesn’t ask candidates to transfer some amount of money nor cooperate with any travel agent.