Microsoft 365 Helpdesk

1 week ago

West Jakarta Jakarta, Indonesia AICORE Network Solution Full time

We are looking for an IT Support (Helpdesk) for our client users. Primary support language is English (Japanese is a plus). Handle first-line intake via email/phone/ticket, perform triage, resolve issues where possible, and escalate appropriately.

Key Responsibilities

  1. Respond to user inquiries (email, phone, ticket creation/updates)
  2. Basic troubleshooting for Microsoft 365, Windows PCs, and business applications
  3. Identity verification, issue clarification, and first-line triage (account/device/network)
  4. Maintain FAQ/knowledge base, improve templates, keep accurate records
  5. Escalate to L2/L3 per defined criteria and follow through on progress
  6. Contribute to daily/weekly KPI inputs (volume, ASA, AHT, First Resolution, etc

7.Other duties as assigned

Minimum Requirements (Must)

  1. Polished, clear communication in English (read/write/speak)
  2. Business-level English
  3. Basic operation knowledge of Microsoft 365 / Windows
  4. Certified in Microsoft 365-able to manage and troubleshoot Microsoft environment effectively
  5. Teamwork and flexibility for shift work (including Lebaran holidays)

Preferred Experience

  1. 1+ year in helpdesk/technical support (or equivalent capability)
  2. Japanese language skills (N2-N1 preferred)
  3. ITIL fundamentals; experience with ServiceNow / Zendesk / Jira or similar ticketing tools
  4. Basic understanding of Microsoft Teams / Teams Phone / CCaaS integrations
  5. Hands-on experience with KPI operations (AHT/FCR) and FAQ development

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