3,041 Service Desk jobs in Indonesia

General Accountabilities

1. Receive and record incoming calls/emails/web request from end users in the service desk system.
2. Work with users to collect information pertaining to incidents/service requests. Log incident records accurately and completely.
3. Perform standard enquiries to the user to diagnose the problem.
4. Analyze incidents to determine category and severity.
5. Resolve incidents as capable and where resolution is not possible assign call to level 2 support group.
6. Track incidents that have been handed to other delivery teams.
7. Utilise solutions submitted into the knowledge database to resolve common issues.
8. Communicate to end users on service interruptions when required.
9. Work together with other support groups to ensure seamless transfer or hand-over of incidents/service requests.
10. Be well-updated with developments in SSC scope of services in IT, HR, Procurement or Finance services.
11. Perform services adherence to Sinarmas IT policies, guidelines, and procedures.
12. Seek opportunities, develop and maintain knowledge. Receptive to performance and developmental feedback.
13. Prepare the Standard Operating Procedures (SOP) required for the effectiveness and quality of the services provided.
14. May be required to work on pre-defined shift plans and / or be on standby for operations support

Job Requirement:

• Candidate must possess at least a Bachelor's Degree in Engineering (Computer/Telecommunication) or equivalent.
• At leas 5 year(s) of working experience in the related field is required for this position.
• Preferably Staff (non-management & non-supervisor)s specializing in IT/Computer - Network/System/Database Admin or equivalent.
• Full-Time position(s) available.

"Our company has never levied any fees for the recruitment process nor has it required to order tickets and accommodation through a certain travel agent or certain person"

We are looking for a motivated and customer-focused
Service Desk Analyst
to join our IT support team. In this role, you will be the first point of contact for users experiencing technical issues. You will be able to provide timely, professional, and effective support to ensure smooth day-to-day IT operations across the business.

Key Responsibilities

• Act as the first line of support for all IT-related incidents, requests, and queries
• Customer Support: Respond to and resolve support requests submitted through the Jira Service Desk Customer Portal, via phone, email, or chat.
• Issue Triage & Troubleshooting: Perform initial triage and provide first-level support for technical issues (e.g., hardware, software, access, login problems).
• Jira Service Management: Manage and configure queues to prioritize and categorize work.
• Utilize Jira Query Language (JQL) to create custom filters and reports.
• Assist with the creation and maintenance of service level agreements (SLAs) for ticket resolution times.
• Contribute to the development and maintenance of a Confluence knowledge base for self-service.
• Ticket & Workflow Management: Track the status of issues within Jira, ensuring accurate records and adhering to established workflows and procedures.
• Escalation: Escalate complex or unresolved issues to Tier 2 support or appropriate technical staff within the organization.
• Reporting: Generate and analyze reports on ticket trends, resolution times, and other KPIs to identify areas for improvement.
• Documentation: Maintain clear and comprehensive documentation of common issues, procedures, and troubleshooting guides.
• Customer Interaction: Provide professional and courteous service, keeping users informed of the status of their requests.

Skills & Qualifications

• Hard Skills:

Proficiency with Jira Service Management (or Jira) for issue tracking and ticket management.

Familiarity with basic IT support, including OS (Windows), common applications, and network connectivity.

Understanding of user account management and password reset procedures.

• Soft Skills:

Excellent English communication (written and verbal) and active listening skills.

Patience and a strong customer service orientation.

Ability to work independently and as part of a team.

Strong problem-solving and analytical skills.

• Experience:

Previous experience in a technical support or help desk role.

Familiarity with ITIL (Information Technology Infrastructure Library) principles is a plus.

• Education:

Diploma or equivalent required.

Technical coursework, certifications (e.g., CompTIA A+), or an Associate's degree is often preferred.

Ready to join us? Send your CV and a short intro to - today.

Or you know someone who'd be perfect for this role? Share this post or ask them to email us.

We'd love to hear from you

Esri Indonesia is an important member of the world's largest group of ArcGIS specialists (outside the US) - the Boustead geospatial group. Esri Indonesia is the nation's foremost authority on Geographic Information System (GIS) technology, and more specifically, Esri's world-leading ArcGIS.

We show the highest level of integrity in all our dealings and enjoy the trust of the nation's leading government agencies and commercial enterprises. Armed with a quality product and a unique understanding of ArcGIS, we are committed to delivering commercially responsible solutions for a stronger Indonesia.

We are also continuously looking for new ways to work more efficiently and more effectively. That's where you come in

About the Role

The purpose of the Service Desk Analyst role is to:

• Allow all staff to remain focused on their role by providing knowledgeable and fast information technology services incident response; and
• Remove technology and system barriers by fast and efficient fulfilment of service requests.

Your key responsibilities will include:

• Act as the Geospatial Groups' IT Services single point of contact for all users, ensuring ownership is taken for all requests.
• Ensure all user queries are logged, validated, triaged, prioritised, and assigned to an Analyst for completion.
• Troubleshoot and complete assigned incidents and service requests following agreed procedures and priority allocated.
• Ensure users remain informed about the status of requests by providing regular updates.
• Identify and escalate complex incidents to a senior or local IT Services staff member and assist with managing user updates and completing escalated incidents.
• Update or enhance standard operating procedures (SOPs) that are out-of-date or require more detail, to ensure a high standard for documentation is maintained. 17 June 2025 | 3:22 PM AEST
• Ensure service provided to users is highly responsive, and all communications include an appropriate level of detail.
• Manage asset inventories to ensure service requests can be fulfilled on time. This includes ensuring laptops are configured and updated, ready for deployment.
• Work with vendors to procure hardware and services by requesting quotes and raising purchase requisitions for approval.
• Assist systems administrators with changes to services, including user accounts and permissions, following documented procedures.
• Ensure that new user onboarding is a seamless experience by provisioning all necessary accounts and equipment before the start date.
• Optimise Service Desk operations by developing and maintaining self-service options for service request fulfilment, including Knowledge Base articles and service request forms.
• Assist the Security Specialist with identifying and reporting services or processes that do not adhere to security policies and guidelines.
• Maintain service level agreements defined for the Service Desk to ensure best practice operation.
• Support ISMS auditing activities based on the maintenance calendar, ensuring their completion by their due date.

About You

We are seeking a seasoned Service Desk Analyst with a strong understanding of troubleshooting and complete assigned incidents across regions.

The ideal candidate will have a proven experience in dealing with specific required sector in selling Software Solutions.

To be successful in this contract role, you will need:

• Excellent customer service skills and able to interact effectively with all levels of the business with varying levels of IT knowledge.
• Familiarity with supporting Microsoft Online Applications – Microsoft 365, Teams Online, SharePoint Online, Microsoft Office Suite, etc.
• Demonstrated fault diagnosis, troubleshooting and problem-solving skills.
• Experience with ITSM tool is highly regarded.
• Excellent written and verbal communication skills.
• Strong interpersonal / client engagement skills.
• Demonstrate a keen interest in IT systems and technology, including IT hardware and software and Microsoft services (Office365).
• Strong attention to detail and accuracy when accomplishing a task, including excellent follow through and follow up skills.
• The ability to prioritise workload, multi-task, manage time and schedule tasks whilst remaining resilient to changing priorities.
• Demonstrated aptitude for continuous learning and personal development.
• The ability to foster teamwork and promote a positive and inclusive workplace experience, inoffice and online.
• Tertiary qualification in an associated business discipline (Information Technology, Computer Science etc.) is required.
• Understanding of ITIL aligned service desk principles is highly regarded.
• Accreditations and Certifications in related disciplines are highly regarded, including: Microsoft 365 Fundamentals, ITIL 4 Foundations, Microsoft Operating Systems Certification (Microsoft Windows 10, etc).
• Demonstrated high level of personal and professional integrity including completing a satisfactory AFP-equivalent Police Check certificate both pre-employment and then annually per year of employment.
• Attitude and behaviour align with BGG's core values.

Why Esri Indonesia

At Esri Indonesia, we foster an inclusive, people-centric environment that values both professional excellence and personal well-being. Joining us, you will be provided with:

• Investment in your Growth:
  Access dedicated training and development programs, allowing you to continuously upskill and grow in your role.
• Career Advancement:
  We promote internal mobility, and provide clear pathways for career progression, empowering you to navigate and elevate your professional journey.
• Appreciation and Engagement:
  Enjoy a range of benefits, including Flexi Benefits, Mobile Phone Allowance, Medical & Insurance, Yearly Salary Increment, Referral Spotter Fees, Staff Awards, Engaging Events, and much more.

• Education: S1/D3 Informatics / Computer Science
• Strong understanding of computer hardware and software: This includes PCs, laptops, operating

systems, networking basics, and common applications.

• Problem-solving and analytical skills: The ability to identify the root cause of technical issues and

implement effective solutions is crucial.

• Diagnostic skills: Being able to troubleshoot issues systematically and efficiently is essential.
• Familiarity with troubleshooting tools and resources: Knowledge of ticketing systems, knowledge

bases, and online troubleshooting resources is valuable

Job Description Summary

Act as the frontline with the user community for application support by managing incidents and service requests through its lifecycle from initial contact to contact closure in accordance to the Service Level Agreement (SLA).

Job Description:

• Receive and record incoming calls/emails/web request from end users in the service desk system.
• Work with users to collect information pertaining to incidents/service requests. Log incident records accurately and completely.
• Perform standard enquiries to the user to diagnose the problem.
• Analyze incidents to determine category and severity.
• Resolve incidents as capable and where resolution is not possible assign call to level 2 support group.
• Track incidents that have been handed to other delivery teams.
• Utilise solutions submitted into the knowledge database to resolve common issues.
• Work together with other support groups to ensure seamless transfer or hand-over of incidents/service requests.
• Perform services adherence to Sinarmas IT policies, guidelines, and procedures.
• Seek opportunities, develop and maintain knowledge. Receptive to performance and developmental feedback.
• Prepare the Standard Operating Procedures (SOP) required for the effectiveness and quality of the services provided.
• May be required to work on pre-defined shift plans and / or be on standby for operations support

Job Requirement:

• Candidate must possess at least a Bachelor's Degree in Engineering (Computer/Telecommunication) or equivalent.
• At leas 5 year(s) of working experience in the related field is required for this position.
• Preferably Staff (non-management & non-supervisor)s specializing in IT/Computer - Network/System/Database Admin or equivalent.
• Full-Time position(s) available.

What You'll Be Doing

• Provide first contact support of incoming IT issues and requests to the service desk to ensure courteous, timely, and effective resolution of end-user issues.
• Log all incidents and track the progress through the ITSM System (ServiceNow).
• Escalate incidents to relevant support teams as required.
• Analyse trends in incidents and create and assign problems ticket.
• Produce and maintain daily and weekly, create trend reports.

What We're Looking For

• Willing to be placed in Majalengka, West Java.
• Min. D3/S1 from IT major.
• Actively speak English.
• Broad knowledge and understanding of IT infrastructure principles.

Additional Information

Job Number

Job CategoryRooms & Guest Services Operations

LocationThe St. Regis Jakarta, Rajawali Place, Jalan HR Rasuna Said Kav. B/4, Jakarta Selatan, Indonesia, Indonesia, 12910

ScheduleFull Time

Located Remotely?N

Position Type Non-Management

POSITION SUMMARY

Our jobs aren't just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Experience Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

We are looking for a motivated and customer-focused Service Desk Analyst to join our IT support team. In this role, you will be the first point of contact for users experiencing technical issues. You will be able to provide timely, professional, and effective support to ensure smooth day-to-day IT operations across the business.

Key Responsibilities

• Act as the first line of support for all IT-related incidents, requests, and queries
• Customer Support: Respond to and resolve support requests submitted through the Jira Service Desk Customer Portal, via phone, email, or chat.
• Issue Triage & Troubleshooting: Perform initial triage and provide first-level support for technical issues (e.g., hardware, software, access, login problems).
• Jira Service Management: Manage and configure queues to prioritize and categorize work.
• Utilize Jira Query Language (JQL) to create custom filters and reports.
• Assist with the creation and maintenance of service level agreements (SLAs) for ticket resolution times.
• Contribute to the development and maintenance of a Confluence knowledge base for self-service.
• Ticket & Workflow Management: Track the status of issues within Jira, ensuring accurate records and adhering to established workflows and procedures.
• Escalation: Escalate complex or unresolved issues to Tier 2 support or appropriate technical staff within the organization.
• Reporting: Generate and analyze reports on ticket trends, resolution times, and other KPIs to identify areas for improvement.
• Documentation: Maintain clear and comprehensive documentation of common issues, procedures, and troubleshooting guides.
• Customer Interaction: Provide professional and courteous service, keeping users informed of the status of their requests.

Skills & Qualifications

• Hard Skills:

Proficiency with Jira Service Management (or Jira) for issue tracking and ticket management.

Familiarity with basic IT support, including OS (Windows), common applications, and network connectivity.

Understanding of user account management and password reset procedures.

• Soft Skills:

Excellent English communication (written and verbal) and active listening skills.

Patience and a strong customer service orientation.

Ability to work independently and as part of a team.

Strong problem-solving and analytical skills.

• Experience:

Previous experience in a technical support or help desk role.

Familiarity with ITIL (Information Technology Infrastructure Library) principles is a plus.

• Education:

Diploma or equivalent required.

Technical coursework, certifications (e.g., CompTIA A+), or an Associate's degree is often preferred.

Ready to join us? Send your CV and a short intro to - today.

Or you know someone who'd be perfect for this role? Share this post or ask them to email us.

We'd love to hear from you

Job Types: Full-time, Contract

Contract length: 12 months

Ability to commute/relocate:

• Denpasar: Reliably commute or planning to relocate before starting work (Required)

Experience:

• same industry: 1 year (Required)

Language:

• English (Required)