Working Hours : 24X7 Support including weekend support

Department: Service Desk

Reports To: Service Desk Manager

Job Summary:

The Service Desk Agent Level 1 is the first point of contact for customers seeking technical assistance over the phone, email, or chat. This role is responsible for providing support by diagnosing and resolving technical issues, escalating more complex problems to higher-level support, and ensuring excellent customer service.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, chat or self-service portal.
• Provide first-level technical support and resolve hardware, software, and network issues.
• Assist customers with account setup, software installation, and troubleshooting.
• Diagnose technical issues based on customer descriptions and use remote support tools to resolve them.
• Escalate unresolved issues to Level 2 or higher support teams with detailed documentation.
• Follow up with customers to ensure issues are fully resolved.
• Record all support requests and resolutions in the service desk ticketing system.
• Contribute to the creation and maintenance of a knowledge base for common technical issues and solutions.
• Educate customers on best practices and preventive measures to avoid recurring issues.

Skills:

• Able to speak, write and read in Indonesia (language)
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Basic understanding of computer systems, mobile devices, and other tech products.
• Familiarity with various operating systems (Windows, Mac, Linux) and common software applications.
• Ability to work independently and as part of a team.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.