IT Helpdesk Support

Established in 2014, Faithfull is an International Fashion label, which fuses Scandinavian simplicity with Australian laid-back spirit, created within the island life ambience of Bali. Our pieces are designed with the modern traveller in mind. We are committed to creating thoughtfully produced, socially responsible garments and aim to minimise our environmental footprint and maximise our positive social impact.

Faithfull is committed to creating thoughtfully produced, socially responsible garments. From our manufacturing choices and commercial practices to our organisational culture, community investment, environmental footprint and social impact, we ensure that each step is positive one and one that falls in line with our brand’s value’s.

Faithfull has been proudly B-Corp Certified since 2021 and was recertified at the end of 2024.

About the Role We’re hiring a Level 1 IT Helpdesk Support to join our IT team. You’ll be the first point of contact for users, resolving desktop, mobile and basic network issues, managing tickets and escalating complex incidents. Ideal for an entry‑level candidate with strong customer service, basic technical skills and a desire to grow in IT. CompTIA A+ and ITIL Foundation are a plus.

Key Responsibilities Act as the primary contact for user IT incidents and service requests (phone, email, chat, ticket portal).

Log tickets with accurate details, categorize and prioritize per SLA.

Troubleshoot and resolve common desktop/laptop issues (Windows/macOS), mobile device issues (iOS/Android), Office 365 / Google Workspace problems, password resets and account unlocks (Active Directory/Azure AD).

Support standard business applications, email, basic network connectivity (Wi‑Fi, VPN) and printing/scanning problems.

Use remote support tools (e.g., Microsoft Remote Desktop, AnyDesk, TeamViewer) to assist users.

Follow documented runbooks and knowledge‑base articles; update documentation with new solutions and common fixes.

Escalate complex incidents to Level 2/3 teams with full diagnostic notes and steps already taken.

Track ticket progress and communicate status updates to users until resolution.

Assist with basic on boarding/off boarding tasks: account creation, device imaging checks, asset tagging and returns.

Maintain SLAs, contribute to root‑cause analyses for repeated issues, and participate in continuous improvement initiatives.

Support limited IT projects or rollouts as assigned (e.g., software deployments, peripheral rollouts).

Adhere to IT security policies and report security incidents immediately.

Requirements Diploma or bachelor’s degree in IT, Computer Science, or equivalent practical experience preferred.

Having at least 2 years’ experience in an IT support, helpdesk, or customer service role (entry-level candidates with internships or technical coursework welcome).

Basic familiarity with Windows and/or macOS operating systems and common business applications (MS Office / Google Workspace).

Technical skills (must‑have) Ability to diagnose and resolve basic desktop, laptop, printer and mobile device issues.

Understanding of Active Directory / user account concepts (password reset, group membership).

Basic networking awareness (IP, DHCP, DNS, Wi‑Fi connectivity, VPN).

Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Freshservice, Jira Service Management).

Comfortable using remote assistance software and following support scripts.

Good troubleshooting approach: replicate, isolate, resolve or escallate.

Preferred skills / certifications CompTIA A+ or equivalent technical certificate.

Experience with Microsoft 365 administration basics (Exchange Online, Teams).

Basic knowledge of endpoint security tools (antivirus, device encryption).

Basic scripting (PowerShell) or ability to follow command scripts is a plus.

Clear verbal and written communication; able to explain technical issues in plain language.

Customer‑service oriented with patience, empathy and urgency.

Strong organization and time management — able to handle multiple tickets and priorities.

Problem‑solving mindset and attention to detail.

Team player who documents work and shares knowledge.

KPIs / performance metrics First response time (target e.g., within 15–30 minutes during SLA hours).

First contact resolution rate (target varies, e.g., 60–75% for L1).

Mean time to resolve (by priority level).

SLA compliance percentage.

Ticket backlog and escalation quality.

Tools & systems commonly used Remote support: AnyDesk, TeamViewer, Microsoft Remote Desktop

Directory & identity: Active Directory / Azure AD

Productivity suites: Microsoft 365, Google Workspace

Asset management: Lansweeper, Snipe‑IT or equivalent

Endpoint management: Intune / SCCM (basic exposure helpful)

Knowledge base / documentation: Confluence, SharePoint

Central Jakarta, Jakarta, ID

IT SUPPORT

PT BOGA MAKMUR BERJAYA ABADI

South Jakarta, Jakarta, ID

#J-18808-Ljbffr