Level 1 Service Desk Analyst - Remote (AU MSP Support)

Join ConnectOS as a Level 1 Service Desk Analyst and become a key player in delivering exceptional IT support to our Australian MSP clients. This fully remote role offers the flexibility to work from the comfort of your home in Bali while providing top-notch technical assistance to ensure seamless operations for our clients. Based in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, you'll be part of a dynamic team dedicated to enhancing client satisfaction through proactive and efficient service delivery.

As a Level 1 Service Desk Analyst, you will be the first point of contact for our clients, handling a wide range of IT issues and queries. Your daily tasks will include troubleshooting hardware and software problems, assisting with system configurations, and providing guidance on best practices for IT management. With the support of advanced tools like ServiceNow and ConnectWise, you'll ensure that our clients' IT environments run smoothly and efficiently.

📋 Tanggung Jawab Pekerjaan

• Provide Level 1 IT support to Australian MSP clients, addressing hardware, software, and network issues.
• Assist with system configurations and installations, ensuring compatibility and performance.
• Document all IT incidents and resolutions using ServiceNow and ConnectWise.
• Escalate complex issues to higher-level support teams when necessary.
• Offer guidance and best practices for IT management to clients.
• Conduct regular check-ins with clients to ensure their IT environments are running optimally.
• Maintain a high level of client satisfaction through proactive and efficient service delivery.
• Stay updated with the latest IT trends and technologies to provide informed support.

🎓 Kualifikasi & Syarat

• Minimum 1 year of experience in IT support or a related field.
• Proven experience with Service Desk support, preferably in a remote setting.
• Familiarity with ITIL processes and best practices.
• Strong knowledge of hardware and software troubleshooting.
• Proficiency in using ServiceNow and ConnectWise for IT service management.
• Excellent communication and problem-solving skills.
• Ability to work independently and manage multiple tasks effectively.
• Fluency in English, both written and spoken.

🛠️ Keahlian

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