IT Service Desk Analyst (Talent Pool)

PT Chandra Asri Pacific Tbk; Jakarta Pusat; On-site; IDR 144,000,000 - 252,000,000; Full time

Job summary

Chandra Asri Group is seeking an IT Service Desk Analyst (Talent Pool) to deliver 1st-level IT support in Indonesia, primarily in Bahasa Indonesia with working English. You will log, classify, and resolve inquiries for Microsoft 365, Windows, and business apps, and escalate with full context when needed.

Join our SSC to support user communities, maintain KBs, and collaborate with 3P partners. A Bachelor’s or Diploma in IT/related fields is required, with 2+ years in service desk roles.

Qualifications

• 2+ years of IT service desk / help desk experience.
• ITIL v4 Foundation preferred.
• Hands-on experience with at least one enterprise ticketing tool (ServiceNow, Jira Service Management, Freshservice) and a KBMS platform.

Responsibilities

• Receive and log inquiries via phone, email, chat, and self-service portal; perform initial screening and categorization.
• Provide 1st-level IT support for Microsoft 365, Windows, business applications, and connectivity.
• Escalate inquiries to Infrastructure, Security, SAP, and Non-SAP with complete context.
• Contribute to ticketing-system maintenance and KB management; share solutions for standard inquiries.
• Coordinate with 3P partners on tickets and tooling activities during transition and steady-state.

Skills

Customer service

Troubleshooting

De-escalation

Communication

Education

IT/related degree

Tools

ServiceNow

Jira Service Management

Freshservice

KBMS

Job description

IT Service Desk Analyst (Talent Pool)

Location: Jakarta, ID

IT Service Desk Analyst

Chandra Asri Group, through its subsidiary PT Chandra Asri Sentral Solusi (CASS), has established a Shared Service Center (SSC) to enhance operational efficiency and support the business growth of its subsidiaries. From finance and HR to procurement, customer operations, and IT, our SSC is the backbone that keeps businesses running smoothly. One of our key areas of support is for Aster Chemicals & Energy (ACE), a leading chemical and energy solutions provider in Singapore and the Asia Pacific.

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 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.capcx.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.