Level 1 Helpdesk Agents
About this role
Job Title: Level 1 IT Helpdesk Agent (Call Centre)
Location: Indonesia (Full Onsite)
Working Hours: 24x7 Rotational Shift
Employment Type: Contract
Project Duration: 3 Years
Target Start Date: October 5
About the Role
We are looking for customer-focused IT Helpdesk Agents to provide first-line technical support in a 24x7 enterprise IT environment. You will be responsible for handling incidents and service requests, ensuring timely resolution, maintaining SLA compliance, and delivering exceptional end-user support, including premium ("white glove") service for executive users.
Key Responsibilities
- Serve as the first point of contact for IT incidents and service requests.
- Receive, log, categorize, and prioritize support tickets.
- Perform initial troubleshooting and resolve Level 1 technical issues.
- Escalate unresolved issues to Level 2 support when necessary.
- Communicate proactively with users regarding ticket status and resolution progress.
- Coordinate with Incident and Problem Management teams to ensure timely issue resolution.
- Maintain accurate documentation of incidents, resolutions, and knowledge articles.
- Deliver excellent customer service while meeting SLA and customer satisfaction targets.
- Provide professional "white glove" support for VIP/VVIP users when required.
Requirements
- Bachelor's Degree in Information Technology, Computer Science, or a related field.
- Minimum 1 year of experience in IT Helpdesk, Service Desk, or Technical Support.
- Experience with ITSM or ticketing systems.
- Basic knowledge of Windows OS, Microsoft 365, networking, and desktop troubleshooting.
- Excellent verbal and written communication skills.
- Strong customer service mindset with the ability to work under SLA-driven environments.
- Willing to work on a 24x7 rotating shift schedule.
- Experience supporting Financial, HR, or Investment Management applications is an advantage.
Company at a glance
At Asian Technology Solutions (ATS), we empower businesses to thrive in a digitally complex world through innovation, integrity, and service excellence. As a strategic partner to enterprises across Asia, the Middle East, and Australia, ATS delivers transformative solutions in Talent Acquisition, Consulting, IT Services, Cyber Security, and Fraud Prevention.
From building high-performing teams to implementing intelligent security systems and driving digital transformation, we help organizations unlock agility, resilience, and long-term growth. Our regional expertise, combined with global best practices, allows us to deliver tailored strategies that meet the evolving needs of our clients.
We don’t just offer solutions—we co-create success stories. Let’s shape the future together.
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