Helpdesk
- Compensation
- IDR 3M–IDR 3.5M / mo
- Location
- West Denpasar, Bali
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 1+ years
- Category
- It support
- Posted
Skills
Must have
- High school diploma or equivalent; technical certification (CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar) is highly desirable
- Proven experience in a helpdesk or IT support role, ideally with 1–2 years of prior experience
- Strong technical knowledge of Windows and macOS operating systems, including troubleshooting common issues
- Familiarity with hardware components, peripherals, and basic networking concepts
- Experience with ticketing systems and IT support software
- Excellent communication skills with the ability to explain technical concepts to non-technical users
- Strong problem-solving abilities and attention to detail
- Ability to multitask and prioritise support requests effectively in a fast-paced environment
- Patient, empathetic approach to user support with a commitment to first-contact resolution
- Proficiency in English and Bahasa Indonesia is essential; additional language skills are advantageous
- Willingness to learn and stay updated with emerging technologies and IT trends
Full description
Salary: Rp 3.000.000 – Rp 3.500.000 per month
About us
PT SINAR MANDALA TEKNOLOGI is a forward-thinking technology company committed to delivering innovative IT solutions and exceptional support services. We pride ourselves on fostering a collaborative environment where skilled professionals can grow and make meaningful contributions to our clients' success. Our mission is to provide reliable, efficient, and customer-focused IT support that enables businesses to operate seamlessly in an increasingly digital world.
About the role
We are seeking a dedicated and customer-focused Helpdesk professional to join our growing IT Support team in Denpasar Barat, Bali. This is a full-time position that plays a vital role in delivering first-line technical support to our clients and internal users. As a Helpdesk specialist, you will be the first point of contact for users experiencing technical issues, providing timely resolutions and exceptional service. Your work will directly impact user satisfaction and the smooth operation of our clients' IT infrastructure.
Key responsibilities
- Respond to user support requests via phone, email, and ticketing systems with professionalism and promptness
- Diagnose, troubleshoot, and resolve technical issues related to hardware, software, and network connectivity
- Provide clear and user-friendly explanations of technical issues and solutions to non-technical users
- Document all support tickets accurately and maintain comprehensive records of issues and resolutions
- Escalate complex technical problems to appropriate senior technical staff or specialised teams
- Perform routine maintenance tasks, including software updates, driver installations, and system patches
- Assist with user onboarding, including setting up new equipment and accounts
- Maintain a high level of customer service and professionalism whilst managing multiple support requests
- Contribute to the creation and maintenance of support documentation and knowledge base articles
- Collaborate with other IT team members to identify and implement system improvements
What we're looking for
- High school diploma or equivalent; technical certification (CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar) is highly desirable
- Proven experience in a helpdesk or IT support role, ideally with 1–2 years of prior experience
- Strong technical knowledge of Windows and macOS operating systems, including troubleshooting common issues