IT Service Desk Specialist: Incident & Support Lead

Golden Agri Resources; Jakarta Pusat; On-site; IDR 180,000,000 - 320,000,000; Full time

Job summary

Golden Agri-Resources in Jakarta seeks an experienced IT Service Desk professional to act as the frontline contact for user support, managing incidents and service requests per SLA. You will handle calls, emails and web requests, diagnose problems, and coordinate with teams to ensure smooth handovers.

Requirements include a Bachelor's in Engineering (Computer/Telecommunication) and at least 5 years in IT/Network/System/Database Admin roles, preferably with GAR Group exposure.

Qualifications

• Bachelor's degree in Engineering (Computer/Telecommunication) or equivalent.
• At least 5 years of working experience in IT/Network/System/Database Admin-related roles.
• Preferably staff with specialization in IT/Computer - Network/System/Database Admin or equivalent.

Responsibilities

• Receive and record incoming calls/emails/web requests in the service desk system.
• Collect information from users, log incidents, and diagnose problems.
• Resolve incidents or escalate to level 2 support when needed.
• Coordinate with other groups to ensure seamless handovers of incidents/requests.
• Maintain knowledge base and adhere to IT policies and SOPs.

Skills

Customer service

Incident management

Technical troubleshooting

Communication

Education

Bachelor's Degree in Engineering (Computer/Telecommunication)

Job description

Golden Agri-Resources in Jakarta seeks an experienced IT Service Desk professional to act as the frontline contact for user support, managing incidents and service requests per SLA. You will handle calls, emails and web requests, diagnose problems, and coordinate with teams to ensure smooth handovers.

Requirements include a Bachelor's in Engineering (Computer/Telecommunication) and at least 5 years in IT/Network/System/Database Admin roles, preferably with GAR Group exposure.