IT Service Desk Analyst (Talent Pool)

PT Chandra Asri Pacific Tbk; Indonesia; On-site; IDR 78,120,000 - 111,600,000; Full time

Job summary

PT Chandra Asri Pacific Tbk in Indonesia is seeking an IT Service Desk Analyst to provide 1st-level end-user support in Bahasa Indonesia, with working English support. You will contribute to ticketing-system and knowledge-management improvements and collaborate with 3P partners during transitions and steady-state operations.

The role requires ITIL knowledge, experience with enterprise ticketing tools, and strong customer-service skills to efficiently resolve inquiries and escalate when needed.

Qualifications

• Bachelor's degree or Diploma in Information Technology, Communications, or related field.
• Minimum 2 years of IT service desk / help desk experience.
• Strong knowledge of ITIL incident, request, and knowledge processes; ITIL v4 Foundation preferred.
• Hands-on experience with at least one enterprise ticketing tool (ServiceNow, Jira Service Management, Freshservice) and a KMS platform.
• Strong customer-service, troubleshooting, and de-escalation skills.
• Strong communication in Bahasa Indonesia (primary user-facing language); working-level English sufficient for ticket handling, KB articles, and coordination with 3P/regional teams.

Responsibilities

• Receive and log inquiries via phone, email, chat, and self-service portal; perform initial screening and categorization.
• Resolve standard inquiry cases, including basic usage assistance for Microsoft 365, Windows, business applications, and connectivity (1st-level support).
• Escalate inquiries to the proper support channel (Infrastructure, Security, SAP, Non-SAP) with complete context.
• Contribute to ticketing-system maintenance and improvement (queues, templates, surveys, quality monitoring).
• Identify, document, and share information to enable re-use of solutions for standard inquiries.
• Maintain and improve the knowledge management system; review and update KB articles regularly.
• Coordinate with Kyndryl and other 3P partners on assigned tickets and tooling activities during transition and steady-state.
• Mentor any junior service desk staff and support shift-handover discipline.

Skills

ITIL

ServiceNow

Jira Service Management

Freshservice

Microsoft 365

Windows

Customer service

Troubleshooting

De-escalation

Bahasa Indonesia

English

Education

Bachelor's or Diploma in IT/Communications

Tools

ServiceNow

Jira Service Management

Freshservice

Knowledge Management System

Job description

Job Purposes

The IT Service Desk Analyst is an individual contributor on the CASS IT Service Desk in Indonesia, providing 1st-level support to end-users in Bahasa Indonesia (primary) with working English support, and contributing to ticketing-tool and knowledge-management improvements.

Key responsibilities include:

Service Desk Operations

• Receive and log inquiries via phone, email, chat, and self-service portal; perform initial screening and categorization.
• Resolve standard inquiry cases, including basic usage assistance for Microsoft 365, Windows, business applications, and connectivity (1st-level support).
• Escalate inquiries to the proper support channel (Infrastructure, Security, SAP, Non-SAP) with complete context.

Ticketing & Knowledge Management

• Contribute to ticketing-system maintenance and improvement (queues, templates, surveys, quality monitoring).
• Identify, document, and share information to enable re-use of solutions for standard inquiries.
• Maintain and improve the knowledge management system; review and update KB articles regularly.

Coordination

• Coordinate with Kyndryl and other 3P partners on assigned tickets and tooling activities during transition and steady-state.
• Mentor any junior service desk staff and support shift-handover discipline.

Job Requirements

• Bachelor's degree or Diploma in Information Technology, Communications, or related field.
• Minimum 2 years of IT service desk / help desk experience.
• Strong knowledge of ITIL incident, request, and knowledge processes; ITIL v4 Foundation preferred.
• Hands-on experience with at least one enterprise ticketing tool (ServiceNow, Jira Service Management, Freshservice) and a KMS platform.
• Strong customer-service, troubleshooting, and de-escalation skills.
• Strong communication in Bahasa Indonesia (primary user-facing language); working-level English sufficient for ticket handling, KB articles, and coordination with 3P/regional teams.

If you’re ready to bring your skills to a dynamic environment where your work makes an impact across industries and borders, we’d love to hear from you. Join us atChandra Asri Group and be part of shaping a smarter, more connected future.

BEWARE OF RECRUITMENT SCAM.

PT Chandra Asri Pacific Tbk (Chandra Asri Group) has been the backbone of strategic sectors in Indonesia since its establishment. We have transformed into a leading energy, chemical, and infrastructure solutions company in Southeast Asia to provide better services to our customers and stakeholders. As the sole operator of a Naphtha Cracker plant, Chandra Asri Group plays a central role in the petrochemical industry, which is essential for the production of everyday products and has been designated as a national vital object by the Indonesian government.

Chandra Asri Group continues to collaborate and innovate sustainably as a growth partner.

PT Chandra Asri Pacific Tbk (Chandra Asri Group) has been the backbone of strategic sectors in Indonesia since its establishment. We have transformed into a leading energy, chemical, and infrastructure solutions company in Southeast Asia to provide better services to our customers and stakeholders. As the sole operator of a Naphtha Cracker plant, Chandra Asri Group plays a central role in the petrochemical industry, which is essential for the production of everyday products and has been designated as a national vital object by the Indonesian government.

Chandra Asri Group continues to collaborate and innovate sustainably as a growth partner.

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