Service Desk Agent (Bilingual) | AMK Technology | Indonesia

Tech Junction Ltd; Indonesia; On-site; IDR 78,120,000 - 133,920,000; Full time

Benefits offered by this job

Contract position

Immediate start

Indonesian base opportunity

Job summary

AMK Technology is seeking an experienced Service Desk Agent (Bilingual) to join our Managed IT Operations Support team in Indonesia on a contract basis. In this pivotal role you will oversee mission-critical IT operations, lead technical teams, ensure rigorous SLA compliance, and drive service excellence across enterprise infrastructure environments.

You will manage shift rosters, direct incident triage, perform root-cause analysis, and mentor junior staff while maintaining thorough operational

Qualifications

• 3–5 years in IT operations, network ops, service desk, or tech support.
• ITIL knowledge, ticketing systems, and enterprise monitoring experience.
• Strong problem solving, analytical, and customer-service orientation.
• Based in Indonesia with immediate or short-notice availability.
• Bachelor’s degree in IT/CS/Engineering or related field.
• MSP environment experience and bilingual English/Indonesian preferred.

Responsibilities

• Lead and coordinate daily operations for the Service Desk Agent (Bilingual) function.
• Ensure strict adherence to SLAs, targets and KPIs.
• Manage incident escalation pathways, troubleshoot bottlenecks, restore service quickly.
• Coordinate with regional field teams, IT management and vendors to maintain uptime.
• Drive process improvements, automation, and IT operations optimization.
• Oversee QA, performance reporting, and compliance to security policies.
• Mentor engineering and support staff; maintain operational logs and asset records.

Skills

IT operations

Network operations

Service desk management

Technical support

ITIL

Ticketing systems

Monitoring platforms

Problem solving

Analytical thinking

Customer focus

Communication skills

MSP experience

Bilingual (English+Indonesian)

Education

Bachelor's degree in IT/CS/Engineering

Tools

ITIL Foundation

Cisco CCNA

Microsoft Certified Professional

Job description

Position Summary

AMK Technology is seeking an experienced and dedicated Service Desk Agent (Bilingual) to join our Managed IT Operations Support initiative in Indonesia on a contract basis. In this pivotal role, you will be responsible for overseeing mission-critical IT operations, leading technical teams, ensuring rigorous SLA compliance, and driving service excellence across enterprise infrastructure environments. You will collaborate closely with cross‑functional support teams, coordinate incident resolutions, and maintain high availability and performance standards. This opportunity requires a qualified technology professional based in Indonesia with strong domain expertise and immediate or short‑notice availability.

Detailed Job Description

As the Service Desk Agent (Bilingual), you will take full ownership of operational workflows, performance monitoring, and technical service delivery within our structured IT operations framework. Your day‑to‑day responsibilities include managing shift rosters, directing incident triage, conducting root‑cause analysis, and implementing proactive automation and process improvements. You will interface directly with enterprise stakeholders, equipment vendors, and regional service teams to resolve escalated bottlenecks and ensure seamless technical operations. Furthermore, you will mentor junior support staff, track key performance indicators (KPIs), and maintain comprehensive operational documentation in alignment with ITIL best practices.

Key Responsibilities

• Lead and coordinate daily operations, monitoring workflows, and task execution for the Service Desk Agent (Bilingual) function.
• Ensure strict adherence to service level agreements (SLAs), operational targets, and key performance indicators (KPIs).
• Manage incident escalation pathways, troubleshoot complex technical bottlenecks, and execute rapid service restoration.
• Coordinate seamlessly with regional field teams, IT management, and external vendors to maintain infrastructure uptime.
• Drive process optimizations, automation initiatives, and continuous service improvements across IT operations.
• Oversee quality assurance, performance reporting, and adherence to enterprise security and compliance policies.
• Mentor engineering and support personnel, providing structured guidance and technical coaching.
• Maintain meticulous operational logs, ticket documentation, and asset tracking records.

Required Qualifications & Skills

• Minimum of 3 to 5 years of professional experience in IT operations, network operations, service desk management, or specialized technical support.
• In‑depth technical knowledge and practical expertise relevant to the Service Desk Agent (Bilingual) domain.
• Strong familiarity with ITIL service management frameworks, ticketing systems, and enterprise monitoring platforms.
• Excellent problem‑solving, analytical, and interpersonal communication skills with a strong customer‑service orientation.
• Mandatory requirement: Must be based in Indonesia and eligible to work on a contract basis.
• Available to join immediately or at short notice.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related technical discipline.
• Proven ability to thrive in a fast‑paced, high‑availability managed service provider (MSP) environment.

Nice-to-Have Skills

• Relevant professional certifications such as ITIL Foundation, Cisco CCNA, Microsoft Certified Professional, or domain‑specific credentials.
• Prior experience operating within multinational IT consultancy or large‑scale enterprise outsourcing organizations.
• Bilingual communication proficiency in English and Indonesian (Bahasa Indonesia).
• Experience with advanced monitoring tools, AIOps frameworks, and log analysis utilities.
• Demonstrated leadership experience in managing cross‑functional technical teams and shift rosters.

Salary/Rate: Market Competitive / Contract Standard

Deadline: Open until filled

Notice Period: Immediate / Short Notice

Contract Duration: Contract