Job Description
About The Role
Join Accenture as a Service Desk Analyst, where you will play a key role in delivering high-quality IT support and service management solutions. You will be responsible for providing first-level technical support, resolving user issues, and ensuring an excellent end-user experience while supporting business operations across the region.
This role requires proficiency in Indonesian as it involves regular communication with Indonesian-speaking users and stakeholders.
Key Responsibilities
Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
Log, categorize, prioritize, and track incidents and service requests in accordance with established service management processes.
Diagnose and troubleshoot hardware, software, network, and application-related issues, escalating complex cases when necessary.
Monitor service desk queues and ensure incidents are resolved within agreed service level targets.
Provide clear and professional communication to users regarding issue status, resolutions, and service updates.
Collaborate with cross-functional teams to support incident resolution and continuous service improvement initiatives.
Analyze recurring issues and recommend process improvements to enhance service desk efficiency and user satisfaction.
Maintain accurate documentation of incidents, resolutions, and knowledge base articles
Job Qualifications
Diploma or Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field.
Experience in Service Desk, IT Support, Help Desk, or Technical Support environments.
Understanding of IT Service Management (ITSM) processes and ticketing tools.
Strong problem-solving and troubleshooting skills.
Ability to manage multiple tasks in a fast-paced environment.
Excellent customer service and communication skills.
Proficiency in Indonesian is required as this role involves regular communication with Indonesian-speaking users and stakeholders.
Willingness to work in rotational shifts, including weekends and public holidays, if required.
Familiarity with ITIL principles and service management frameworks.
Experience with incident management and request fulfillment processes.
Knowledge of Windows operating systems, Microsoft Office applications, and basic networking concepts.
Exposure to enterprise ticketing tools such as ServiceNow, Remedy, or similar platforms.
