GDS Helpdesk  

● Respond to customer inquiries, requests, and issues through various channels such as WhatsApp Chat (DAISI), email, or ticketing systems. Provide timely and professional support to ensure customer satisfaction.
● Resolve customer problems or complaints by gathering relevant information, analyzing the situation, and providing appropriate solutions.
● Collaborate with other support team members or departments to resolve complex issues or escalate problems that require specialized attention. Work closely with Network Operation Centre (HQ) to communicate customer feedback and suggest improvements.
● Ensure a high level of customer satisfaction and maintain professionalism, empathy, and effective communication skills. Handle all customers with patience and resolve conflicts in a calm and professional manner.
● Stay up-to-date with data center knowledge and enhancements to provide accurate and timely information to customers. Participate in training programs, workshops, or certifications to enhance technical skills and customer support abilities.
● Provide/deliver training programs/workshops for customers (online/off-site/on-site) according to standard modules applicable.
● Provide first-level IT support including troubleshooting hardware, software, and network issues as well as assisting with system access, installation, and configuration.
● Log and track IT incidents using the ticketing system, ensuring timely follow-up and resolution or escalation to relevant IT teams if necessary.
● Support the setup and maintenance of IT equipment such as computers, printers, and peripherals for both internal teams and customer-facing environments.

● 1–3 years experience in GDS technical support, or helpdesk roles
● Prior experience in the travel, aviation, or hospitality industry strongly preferred
● Exposure to GDS systems (Galileo)
● Experience with ticketing systems (Zendesk, Freshdesk, ServiceNow, or similar)
● First-level IT troubleshooting skills: hardware, software, and network basics (LAN, WiFi, VPN)
● Familiarity with system access provisioning, software installation/configuration
● Strong communication skills — written and verbal, in both English and Bahasa Indonesia
● Patience, empathy, and composure under pressure, with strong conflict resolution skills
● Comfortable delivering training or presentations to customers (online/on-site)
● Cross-functional collaboration skills (works with NOC/HQ and internal IT teams)
● Willingness to work shifts and travel for on-site training delivery, if required