IT Service Desk Analyst (Talent Pool)

IT Service Desk Analyst PT Chandra Asri Sentral Solusi (CASS) is a subsidiary of PT Chandra Asri Pacific Tbk (Chandra Asri Group) established to deliver Shared Service Center (SSC) solutions that support the Group’s growing business operation. Our commitment is to empower Chandra Asri Group’s transformation and long-term growth by becoming a trusted strategic partner in business support and service delivery.

CASS plays a vital role in enhancing efficiency, standardizing process and driving operational excellence across the Group’s subsidiaries-including entities based in Singapore. Job Purposes The IT Service Desk Analyst is an individual contributor on the CASS IT Service Desk in Indonesia, providing 1st-level support to end-users in Bahasa Indonesia (primary) with working English support, and contributing to ticketing-tool and knowledge-management improvements.

Key responsibilities include

Service Desk Operations:

• Receive and log inquiries via phone, email, chat, and self-service portal; perform initial screening and categorization.
• Resolve standard inquiry cases, including basic usage assistance for Microsoft 365, Windows, business applications, and connectivity (1st-level support).
• Escalate inquiries to the proper support channel (Infrastructure, Security, SAP, Non-SAP) with complete context. Ticketing & Knowledge Management:
• Contribute to ticketing-system maintenance and improvement (queues, templates, surveys, quality monitoring).
• Identify, document, and share information to enable re-use of solutions for standard inquiries.
• Maintain and improve the knowledge management system; review and update KB articles regularly. Coordination:
• Coordinate with Kyndryl and other 3P partners on assigned tickets and tooling activities during transition and steady-state.
• Mentor any junior service desk staff and support shift-handover discipline. Job Requirements
• Bachelor's degree or Diploma in Information Technology, Communications, or related field.
• Minimum 2 years of IT service desk / help desk experience.
• Strong knowledge of ITIL incident, request, and knowledge processes; ITIL v4 Foundation preferred.
• Hands-on experience with at least one enterprise ticketing tool (Service. Now, Jira Service Management, Freshservice) and a KMS platform.
• Strong customer-service, troubleshooting, and de-escalation skills.
• Strong communication in Bahasa Indonesia (primary user-facing language); working-level English sufficient for ticket handling, KB articles, and coordination with 3P/regional teams. If you’re ready to bring your skills to a dynamic environment where your work makes an impact across industries and borders, we’d love to hear from you. Join us at Chandra Asri Group and be part of shaping a smarter, more connected future. Apply today! Important Notes Chandra Asri is only releasing official job posting at Chandra Asri Career Site (careers.chandra-asri.com), Linkedin & Jobstreet. The Company will contact shortlisted candidate via official corporate email & phone, and will not send any hardcopy invitation for interview. Please note that the Company doesn’t ask candidates to transfer some amount of money nor cooperate with any travel agent. BEWARE OF RECRUITMENT SCAM.