IT Service Desk - Yogyakarta

Here are the responsibilities:

• Respond to and resolve end-user technical support requests received via live chat and voice calls
• Categorize, and prioritize all cases in line with SLA
• Troubleshoot hardware, software, network, and application issues, escalating complex cases to Tier 2/3 teams when required.
• Provide technical support to end users over voice calls, following the company's defined processes and guidelines.
• Support end users across different geographical regions and time zones, including users from other non-English-speaking locations.
• Utilize approved AI powered voice translation and language-assistance tools when required to communicate effectively with end users who speak different languages
• Maintaining clear and professional communication.
• Maintain accurate documentation of troubleshooting steps and resolutions for knowledge-based purposes.
• Work on a rotational shift schedule, including night shifts, weekends, and public holidays, to maintain 24x7 service desk coverage.
• Always follow information security, data handling, and company policies when handling user information and using AI-powered translation tools.
• Collaborate with regional service desk teams to ensure consistent service delivery across different geographical locations