Service Desk Analyst

Esri Indonesia is an important member of the world's largest group of ArcGIS specialists (outside the US) - the Boustead geospatial group. Esri Indonesia is the nation's foremost authority on Geographic Information System (GIS) technology, and more specifically, Esri’s world-leading ArcGIS.

We show the highest level of integrity in all our dealings and enjoy the trust of the nation's leading government agencies and commercial enterprises. Armed with a quality product and a unique understanding of ArcGIS, we are committed to delivering commercially responsible solutions for a stronger Indonesia.

We are also continuously looking for new ways to work more efficiently and more effectively. That’s where you come in!

About the Role

The purpose of the Service Desk Analyst role is to:

• Allow all staff to remain focused on their role by providing knowledgeable and fast information technology services incident response; and
• Remove technology and system barriers by fast and efficient fulfilment of service requests.

Your key responsibilities will include:

• Act as the Geospatial Groups’ IT Services single point of contact for all users, ensuring ownership is taken for all requests.
• Ensure all user queries are logged, validated, triaged, prioritised, and assigned to an Analyst for completion.
• Troubleshoot and complete assigned incidents and service requests following agreed procedures and priority allocated.
• Ensure users remain informed about the status of requests by providing regular updates.
• Identify and escalate complex incidents to a senior or local IT Services staff member and assist with managing user updates and completing escalated incidents.
• Update or enhance standard operating procedures (SOPs) that are out-of-date or require more detail, to ensure a high standard for documentation is maintained. 17 June 2025 | 3:22 PM AEST
• Ensure service provided to users is highly responsive, and all communications include an appropriate level of detail.
• Manage asset inventories to ensure service requests can be fulfilled on time. This includes ensuring laptops are configured and updated, ready for deployment.
• Work with vendors to procure hardware and services by requesting quotes and raising purchase requisitions for approval.
• Assist systems administrators with changes to services, including user accounts and permissions, following documented procedures.
• Ensure that new user onboarding is a seamless experience by provisioning all necessary accounts and equipment before the start date.
• Optimise Service Desk operations by developing and maintaining self-service options for service request fulfilment, including Knowledge Base articles and service request forms.
• Assist the Security Specialist with identifying and reporting services or processes that do not adhere to security policies and guidelines.
• Maintain service level agreements defined for the Service Desk to ensure best practice operation.
• Support ISMS auditing activities based on the maintenance calendar, ensuring their completion by their due date.

About You

We are seeking a seasoned Service Desk Analyst with a strong understanding of troubleshooting and complete assigned incidents across regions.

The ideal candidate will have a proven experience in dealing with specific required sector in selling Software Solutions.

To be successful in this contract role, you will need:

• Excellent customer service skills and able to interact effectively with all levels of the business with varying levels of IT knowledge.
• Familiarity with supporting Microsoft Online Applications – Microsoft 365, Teams Online, SharePoint Online, Microsoft Office Suite, etc.
• Demonstrated fault diagnosis, troubleshooting and problem-solving skills.
• Experience with ITSM tool is highly regarded.
• Excellent written and verbal communication skills.
• Strong interpersonal / client engagement skills.
• Demonstrate a keen interest in IT systems and technology, including IT hardware and software and Microsoft services (Office365).
• Strong attention to detail and accuracy when accomplishing a task, including excellent follow through and follow up skills.
• The ability to prioritise workload, multi-task, manage time and schedule tasks whilst remaining resilient to changing priorities.
• Demonstrated aptitude for continuous learning and personal development.
• The ability to foster teamwork and promote a positive and inclusive workplace experience, inoffice and online.
• Tertiary qualification in an associated business discipline (Information Technology, Computer Science etc.) is required.
• Understanding of ITIL aligned service desk principles is highly regarded.
• Accreditations and Certifications in related disciplines are highly regarded, including: Microsoft 365 Fundamentals, ITIL 4 Foundations, Microsoft Operating Systems Certification (Microsoft Windows 10, etc).
• Demonstrated high level of personal and professional integrity including completing a satisfactory AFP-equivalent Police Check certificate both pre-employment and then annually per year of employment.
• Attitude and behaviour align with BGG’s core values.

Why Esri Indonesia

At Esri Indonesia, we foster an inclusive, people-centric environment that values both professional excellence and personal well-being. Joining us, you will be provided with:

• Investment in your Growth: Access dedicated training and development programs, allowing you to continuously upskill and grow in your role.
• Career Advancement: We promote internal mobility, and provide clear pathways for career progression, empowering you to navigate and elevate your professional journey.
• Appreciation and Engagement: Enjoy a range of benefits, including Flexi Benefits, Mobile Phone Allowance, Medical & Insurance, Yearly Salary Increment, Referral Spotter Fees, Staff Awards, Engaging Events, and much more.