IT Service Desk
Summary
Level 1 IT Service Desk role in Jakarta delivering VIP support to users and management: troubleshooting hardware, software, network and business-application issues, managing accounts across Windows, email, SAP and VPN, handling SAP user authorisations and resolving incidents end-to-end.
About the role
Provide high-quality VIP IT support to users and management, ensuring reliable IT service delivery across systems, applications, devices, and workplace technology. This role delivers Level 1 support, manages user access and authorisations, resolves incidents end-to-end, and contributes to continuous service improvement.
Scope of Work
Provide VIP IT support to users and management to ensure optimal IT service delivery.
Troubleshoot hardware, software, network, and business application issues as Level 1 Support.
Manage user accounts across Windows, email, SAP, and VPN environments, including account creation, access modifications, password resets, and account unlocks.
Provide SAP operational support and manage user authorisations based on assigned roles.
Manage IT incidents end-to-end, including logging, escalation, coordination, and ticket resolution.
Deliver timely remote support using remote access tools.
Support end-user devices, including desktops, laptops, printers, iPhones, antivirus software, and business applications.
Conduct routine checks of IT equipment, meeting rooms, and video conferencing facilities to ensure operational readiness.
Coordinate with internal teams and vendors to resolve issues and improve IT service quality.
Participate in Continuous Service Improvement initiatives to increase the effectiveness of IT support services.
Requirement
A minimum Diploma degree in Informatics Engineering, Computer Science, Information Systems, or a related IT field.
At least 3 years of experience in IT Service Desk or IT Support.
Proficiency in Windows 10, Linux, and Microsoft Office products.
Understanding of Group Policy Object concepts and deployment processes using RIS.
Knowledge of email management and productivity tools within Google Workspace.
Strong understanding of TCP/IP networking, WAN/LAN telecommunications infrastructure, PABX, and VoIP.
Skills in the automation and operation of meeting room and video conferencing systems.
Basic knowledge of standard hardware and software used in a business environment.
An official ITIL v4 or v5 certification.
Ability to drive a four-wheeled vehicle and a valid SIM A driver's licence.