IT Service Desk Analyst

Migo levels the digital playing field for 3 billion under-innovated consumers – bringing the best bits of the internet to the corner store, across the emerging world.
After bringing reading into the digital era, Kindle tech inventor Barrett Comiskey built Migo’s disruptive unique ecosystem solution to provide affordable access to digital products and services. Backed by Temasek, YouTube’s Co-Founding CTO, blue chip VCs, and key industry insiders, Migo delivers data up to 100 times cheaper than existing networks, and that cost advantage is growing.
Migo launched in Indonesia in 2020. Migo’s initial product is sachet passes providing customers access to entertainment and education at convenient neighborhood clouds (aka Migo Download Stations/MDS). Migo today has more than 1,000 locations covering over 20 million Indonesians.
In September 2021, MNC Vision Networks (MVN), a subsidiary of leading media conglomerate MNC Group, invested $40 million for a minority stake in Migo Indonesia, accelerating Migo Indonesia’s rollout to reach 100 million Indonesians across Java by end of 2022.
Prior to the investment, Migo Indonesia became the core distributor of Vision+ (MVN’s OTT) content, by launching Vision+ on Migo to deliver a tailored experience to offline consumers.
In addition to its cornerstone partnership with Vision+, Migo Indonesia also carries entertainment content from a range of top local and international producers, and education content from the best Indonesian EdTech players, as well from the Ministry of Education, Culture, Research and Technology.
As part of the IT Team, the Service Desk Analyst serves as the go-to person for all IT-related concerns of Migo Indonesia, to ensure work efficiency across the entire Jakarta office. You will be the first point of contact with end users reporting faults and requesting IT support.
In addition, you will liaise with other members of the senior team to ensure that all tasks are resolved in a timely and acceptable manner, escalating, and briefing effectively where necessary. Also, the Service Desk Analyst is also a key contributor to Migo Culture which enables the productivity of all Imagineers in Indonesia.

Responsibilities

• Provide assistance to company employees (Imagineers) and clients with technology-related issues.
• Respond to queries and support either in person, via remote or other forms of communication.
• Troubleshooting systems and applications:
• Clearly communicate with all relevant stakeholders affected by any task in a timely, professional manner as per SLA.
• Installing and configuring services to be used by the company, such as hardware, operative systems, and programs or applications.
• Build configure & deploy new desktop/laptop/server/network equipment.
• Setting up Laptop/PC (setup user profile, emails, access permissions, etc) for new employees.
• Perform regular maintenance to existing hardware, software, and computer systems.
• Help manages IT assets by keeping track of inventory and ensuring proper usage by employees
• Replacing damaged or malfunctioning parts on hardware and other peripherals when necessary:
• Deals with support tickets assigned by the team lead and reached out by concerned employees.
• Provides out-of-hours support during emergencies.

Qualifications

• At least 1-3 years of experience in IT, service desk, or other related fields
• Bachelor’s degree or diploma course in IT, or any relevant field
• Strong understanding & administrative experience of, but not limited to Microsoft Office 365, Core Microsoft Office applications, Power BI, and SharePoint.
• Working knowledge of data storage systems, data backup and restoration methods, email filtering, and anti-virus/security products.
• Highly adaptable to applications used by different employees across the organization
• Strong research and logical skills for troubleshooting
• Strong ability to explain technical terms and complex processes into concise step-by-step instructions to fellow employees
• Highly organized and detail-oriented; with demonstrated ability to deliver quality results
• Advanced proficiency in written/oral English and Bahasa Indonesia

Why join us?Simple: We bring joy and transformation not only to Emerging Markets but to you, too. Being an Imagineer means breaking boundaries by imagining, designing, building, and developing innovation to transform lives. Here in Migo, we aren’t just employees. We are Leaders, Caring, Relentless, Innovators, Always Improving, and we carry this in every action as we work together as one team towards one goal. We change the world. Our passion for solving problems fuels us to continue challenging social norms and rebalancing accessibility for everyone. We dream big yet execute simply. We don’t fear failure. Rather, we take those as an opportunity to improve. We move as one borderless team and build ideas together. Your inputs are valued because all of us are innovators: we believe that our endless curiosity while learning from each other builds the next best thing. We unlock your full potential by being surrounded by a vast diversity of cultures and perspectives. You will be mentored by experts and fellow leaders through knowledge sharing and through fast and straightforward feedback. You will be empowered to grow as an individual and a professional to a whole new level – because as much as you got us, we got you too. We are Imagineers and together let’s transform the world and you.
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