Information Technology Help Desk

Overview

Information Technology Help Desk Jobs in Batam, Riau Islands, Indonesia at Glints

Title: Information Technology Help Desk

Company: Glints

Location: Batam, Riau Islands, Indonesia

Calling out all Indonesian IT Helpdesk!

Location: Onsite Batam

About the role:

To provide responsive and high-quality Level 1 IT support services for internal employees and insurance agents by resolving technical issues, maintaining endpoint compliance, and ensuring service requests are handled efficiently within agreed service levels. The role is responsible for delivering excellent user support, contributing to operational support stability, and supporting continuous improvement through proactive problem-solving and automation-driven thinking. Additionally, the position plays a key role in ensuring smooth IT operations by coordinating with level 2 support teams, maintaining accurate documentation, and supporting technology deployment and maintenance across the organization.

Requirements:

1. Education: University degree in one of the following or related disciplines (Computer Science, Computer Engineering, Information Security, Information Systems).
2. Has 1-3 years of professional experience.
3. Fluent in English (spoken and written) with strong communication skills is mandatory.
4. Basic knowledge of Windows, Microsoft 365, endpoint security, and networking fundamentals.
5. Familiar with ticketing systems and endpoint/imaging tools is an advantage.
6. Strong customer service, problem-solving, and multitasking abilities.
7. Ability to work under pressure and consistently meet SLA targets.
8. Proactive team player with willingness to work in rotational duties.

Key responsibilities:

1. Provide Level 1 technical support via hotline, email/ticketing system, and remote/deskside support.
2. Support internal users and insurance agents with IT-related issues.
3. Log, track, and manage incidents while ensuring SLA compliance (response & resolution).
4. Perform basic troubleshooting (hardware, software, network, and access issues).
5. Manage endpoint compliance and software vulnerability remediation.
6. Perform laptop setup, hardware deployment, and imaging.
7. Contribute to continuous improvement with an automation mindset.
8. Escalate unresolved issues to Level 2 support and proactively follow up to ensure timely resolution and user updates.
9. Maintain accurate documentation of incidents and solutions.
10. Participate in shift rotation for support coverage.