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Hi, I'm Jonny Santoso, a results-oriented IT Service Desk professional with over five years of experience in IT infrastructure management and customer support at large-scale technology companies. I'm proficient in ticket management via Zendesk and Zoho, as well as 24/7 server monitoring to keep systems stable. I also work with SQL and Oracle to troubleshoot issues, perform data corrections, and generate operational reports. I thrive on technical problem analysis and cross-team escalation to ensure smooth business operations.…Hi, I'm Jonny Santoso, a results-oriented IT Service Desk professional with over five years of experience in IT infrastructure management and customer support at large-scale technology companies. I'm proficient in ticket management via Zendesk and Zoho, as well as 24/7 server monitoring to keep systems stable. I also work with SQL and Oracle to troubleshoot issues, perform data corrections, and generate operational reports. I thrive on technical problem analysis and cross-team escalation to ensure smooth business operations.

Jonny Santoso

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Hi, I'm Jonny Santoso, a results-oriented IT Service Desk professional with over five years of experience in IT infrastructure management and customer support at large-scale technology companies. I'm proficient in ticket management via Zendesk and Zoho, as well as 24/7 server monitoring to keep systems stable. I also work with SQL and Oracle to troubleshoot issues, perform data corrections, and generate operational reports. I thrive on technical problem analysis and cross-team escalation to ensure smooth business operations.…Hi, I'm Jonny Santoso, a results-oriented IT Service Desk professional with over five years of experience in IT infrastructure management and customer support at large-scale technology companies. I'm proficient in ticket management via Zendesk and Zoho, as well as 24/7 server monitoring to keep systems stable. I also work with SQL and Oracle to troubleshoot issues, perform data corrections, and generate operational reports. I thrive on technical problem analysis and cross-team escalation to ensure smooth business operations.

Available to hire

Hi, I’m Jonny Santoso, a results-oriented IT Service Desk professional with over five years of experience in IT infrastructure management and customer support at large-scale technology companies. I’m proficient in ticket management via Zendesk and Zoho, as well as 24/7 server monitoring to keep systems stable.

I also work with SQL and Oracle to troubleshoot issues, perform data corrections, and generate operational reports. I thrive on technical problem analysis and cross-team escalation to ensure smooth business operations.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Intermediate

Work Experience

IT Service Desk at PT. Sprint Asia Technology

September 11, 2023 - April 30, 2026

Managed and resolved client complaints via Zoho, WhatsApp, and email platforms with strict adherence to response time standards. Conducted 24/7 server monitoring to ensure system stability and provided immediate reporting on technical anomalies. Generated detailed daily and monthly operational performance reports for management. Coordinated escalation of complex cases to specialist teams to ensure targeted technical solutions.

IT Helpdesk Analyst at PT. Grab Teknologi Indonesia (GrabKios)

March 1, 2018 - July 1, 2023

Analyzed and processed partner complaint tickets via Zendesk to maintain high user satisfaction. Developed macro systems within Zendesk to improve efficiency and team response speed for common issues. Led weekly coordination meetings with product teams and billers to evaluate and identify long-term solutions for technical product issues. Performed continuous follow-up on open cases until full resolution was achieved.

IT Service Desk at PT. FIFGROUP | Dataprima Sejahtera

July 1, 2014 - March 1, 2018

Handled technical assistance requests from internal users and branch offices via ITSM ticketing systems, email, and telephone. Resolved system issues directly within the Oracle database by executing SQL scripts for data correction. Responsible for compiling regular reports regarding system issue statistics and helpdesk service performance.