About the Role

Join Accenture as a Service Desk Analyst, where you will play a key role in delivering high-quality IT support and service management solutions. You will be responsible for providing first-level technical support, resolving user issues, and ensuring an excellent end-user experience while supporting business operations across the region.

This role requires proficiency in Indonesian as it involves regular communication with Indonesian-speaking users and stakeholders.

Key Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.

• Log, categorize, prioritize, and track incidents and service requests in accordance with established service management processes.

• Diagnose and troubleshoot hardware, software, network, and application-related issues, escalating complex cases when necessary.

• Monitor service desk queues and ensure incidents are resolved within agreed service level targets.

• Provide clear and professional communication to users regarding issue status, resolutions, and service updates.

• Collaborate with cross-functional teams to support incident resolution and continuous service improvement initiatives.

• Analyze recurring issues and recommend process improvements to enhance service desk efficiency and user satisfaction.

• Maintain accurate documentation of incidents, resolutions, and knowledge base articles