IT Service Desk Analyst

IT Service Desk Analyst

Chandra Asri Group, through its subsidiary PT Chandra Asri Sentral Solusi (CASS), has established a Shared Service Center (SSC) to enhance operational efficiency and support the business growth of its subsidiaries. From finance and HR to procurement, customer operations, and IT, our SSC is the backbone that keeps businesses running smoothly. One of our key areas of support is for Aster Chemicals & Energy (ACE), a leading chemical and energy solutions provider in Singapore and the Asia Pacific. ACE combines the legacy of Singapore’s first oil refinery with cutting-edge petrochemical operations, jointly owned by Chandra Asri Group and Glencore, one of the world’s largest natural resource companies.

Job Purpose

Provide first-line IT support to employees by handling IT incidents and service requests, resolving issues within L1 scope, and coordinating with L2 IT teams when further support is required.

Key Responsibilities

• Receive, log, categorize, and prioritize IT incidents and service requests through phone, email, and Jira Service Management.
• Gather complete information about the issue and ensure tickets are clearly documented.
• Perform initial troubleshooting using approved Knowledge Base (KB) articles and procedures.
• Resolve issues at first contact where possible and escalate unresolved issues to the appropriate L2 team.
• Monitor and follow up on open tickets to ensure timely resolution within SLA.
• Coordinate with users and L2 teams to obtain additional information when required.
• Confirm resolution with users before closing tickets.
• Identify Knowledge Base gaps and recommend updates where needed.
• Support monthly reporting on ticket volume, SLA, First Call Resolution (FCR), and customer satisfaction.
• Follow ITSM processes and contribute to continuous improvement of the Service Desk.
• Participate in knowledge transfer sessions from L2 teams, vendors, and subject matter experts to continuously improve Service Desk support capability.
• Contribute to the creation, review, validation, and improvement of Knowledge Base articles and support documentation.
• Identify recurring incidents suitable for Shift Left initiatives and provide feedback to improve First Contact Resolution and expand Level 1 support capability.
• Escalate Priority 1 incidents and suspected cybersecurity incidents in accordance with established incident management and security procedures.
• Support monthly reporting on ticket volumes, SLA, First Call Resolution (FCR), and customer satisfaction.

Requirements

Education & Experience

• Bachelor's degree in IT, Computer Science, Information Systems, or related field.
• 2 – 7 years of experience in IT Helpdesk, Service Desk, or IT Support, preferably in an enterprise environment.
• Experience working with L2 teams across infrastructure, network, cloud, security, and applications.
• Preferably to have exposure to SAP environments
• Working knowledge of ITSM processes, including Incident, Service Request, Change, and Problem Management.
• Hands-on experience with Jira Service Management, ServiceNow, or similar ITSM tools.
• Good knowledge of Microsoft 365 (Teams, Outlook/Exchange, SharePoint, OneDrive) and Windows.
• Good troubleshooting, analytical, and problem-solving skills.
• Good documentation and attention to detail.
• Fluent in spoken and written English.

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.capcx.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.