AI-generated summary
- Troubleshoot, log and resolve IT incidents; escalate as needed to meet SLAs.
- Join a global taste & nutrition leader shaping healthier, sustainable food.
- Hybrid near Bandar Utama MRT; rotating shifts; global exposure to grow your IT career!
Undisclosed
Kuala Lumpur, Selangor, Malaysia, Kuala Lumpur
Full-Time
Job Description
Requisition ID 66785
Position Type FT Permanent
Workplace Arrangement #LI-Hybrid
About Kerry
About the role
As a Service Desk Analyst, you'll play a key role in delivering a seamless IT experience for colleagues around the world. From troubleshooting technical issues to providing timely resolutions and support, you'll combine your technical expertise and customer-focused mindset to keep our people connected and our business running smoothly.
Work Location 1 Powerhouse - 5 mins walk from Bandar Utama MRT Station
Reporting to ICT Service Desk Team Lead
Working hours Rotating shifts - 7am to 4pm or 9am to 6pm
Key responsibilities
- Act as a single point of contact to all users of Kerry ICT systems through a variety of ICT support channels
- Logging of all incidents accurately, ensuring all relevant information is obtained and recorded on incident logging software
- Deliver outstanding customer service standards by answering calls promptly, remain courteous and professional at all times
- Provide incident diagnosis using the appropriate support tool required
- Assign calls to second line support teams where appropriate
- Ensuring that all cases owned by the Service Desk are resolved in accordance with the agreed Service Level Agreement (SLA)
- Ensure processes, procedures and resolutions are documented and updated regularly in the Service Desk knowledge base
- Provide high quality information on the incident tickets to support ITIL best practice in Service Operations and Continuous Service Improvement
Qualifications and skills
- Graduate in an ICT or other related discipline
- An ITIL qualification is preferable but not essential
Job Requirements
- Third level Qualification in IT or related discipline ideally to degree level
- 1 to 3 years experience of working in a Service Desk or support environment
- Good understanding of Desktop Operating Systems (Win 7 and Win 10)Good understanding of MS Office Products
- Citrix & Microsoft Active Directory administration skills
- Ability to support and communicate with users on all levels
- Good Interpersonal skills
- Good Analytical approach to problem solving
- Self starter who uses own initiative
- SAP knowledge would be an advantage
Beware of scams online or from individuals claiming to represent us. A Kerry employee will not solicit candidates through a non-Kerry email address or phone number. In addition, Kerry does not currently utilise video chat rooms (e.g., Google Hangouts) to conduct interviews. Refuse any request that asks you to provide payment to participate in the hiring process (e.g., purchasing a “starter kit,” investing in training, or something similar). Kerry will not ask you to pay any money at any point in the hiring process with the exception of reimbursable travel expenses. In addition, any payments made by Kerry will be from official firm accounts bearing the Kerry name.
Recruiter #LI-CST1
Posting Type LI
Job Requirements
Company Benefits
Career advancement
We believe people can achieve whatever they put their minds to and we’re actively looking for people who share our purpose.
Inclusive team culture
Our recruitment is based on skills and competencies, with appointments made solely on merit.
Graduate programmes
We offer nine graduate programmes to those looking for responsibility and exposure to meaningful opportunities.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience
Job Specialisation
Company Profile
