IT Service Desk - Yogyakarta

TP Systems; Indonesia; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

TP Systems in Indonesia is seeking a service desk specialist to respond to end-user technical support requests via live chat and voice calls. You will categorize and prioritize cases per SLA, troubleshoot across hardware, software, and network issues, and escalate complex cases to Tier 2/3 as needed.

You will provide remote support across time zones, using approved AI translation tools when required, and maintain clear documentation of troubleshooting steps.

Responsibilities

• Respond to and resolve end-user technical support requests received via live chat and voice calls.
• Categorize, and prioritize all cases in line with SLA
• Troubleshoot hardware, software, network, and application issues, escalating complex cases to Tier 2/3 teams when required.
• Provide technical support to end users over voice calls, following the company's defined processes and guidelines.
• Support end users across different geographical regions and time zones, including users from other non-English-speaking locations.
• Utilize approved AI powered voice translation and language-assistance tools when required to communicate effectively with end users who speak different languages
• Maintaining clear and professional communication.
• Maintain accurate documentation of troubleshooting steps and resolutions for knowledge-based purposes.
• Work on a rotational shift schedule, including night shifts, weekends, and public holidays, to maintain 24x7 service desk coverage.
• Always follow information security, data handling, and company policies when handling user information and using AI-powered translation tools.
• Collaborate with regional service desk teams to ensure consistent service delivery across different geographical locations

Job description

Here are the responsibilities:

• Respond to and resolve end-user technical support requests received via live chat and voice calls
• Categorize, and prioritize all cases in line with SLA
• Troubleshoot hardware, software, network, and application issues, escalating complex cases to Tier 2/3 teams when required.
• Provide technical support to end users over voice calls, following the company's defined processes and guidelines.
• Support end users across different geographical regions and time zones, including users from other non-English-speaking locations.
• Utilize approved AI powered voice translation and language-assistance tools when required to communicate effectively with end users who speak different languages
• Maintaining clear and professional communication.
• Maintain accurate documentation of troubleshooting steps and resolutions for knowledge-based purposes.
• Work on a rotational shift schedule, including night shifts, weekends, and public holidays, to maintain 24x7 service desk coverage.
• Always follow information security, data handling, and company policies when handling user information and using AI-powered translation tools.
• Collaborate with regional service desk teams to ensure consistent service delivery across different geographical locations