ICT Associate Service Desk Analyst

Found in: Talent MY C2 - 2 weeks ago


Kuala Lumpur, Malaysia Kerry Full time

We currently have an opportunity for an Associate Service Desk Analyst to join our Global ICT Team in GBS KL. This role requires you to work rotating shifts, 7am to 4pm, 9am to 6pm or 12.30pm to 9.30pm. 

Work Location : 1 Powerhouse ( Bandar Utama) 

Reporting to : ICT Service Desk Team Lead 

Key responsibilities

Provides resolutions to incidents via phone and where necessary refer more complex issues to a more qualified Service Desk analyst Process service requests such as but not limited to password reset, ID and access management, etc. 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 Acquire current knowledge of relevant systems, software and hardware, support policies in order to provide accurate solutions to customers Ensuring that all cases owned by the Service Desk are resolved in accordance with the agreed Service Level Agreement (SLA) Performs follow-up until incidents or requests are resolved by performing outbound calls, chats, or emails. Pass all set metrics and KPIs (key performance indicators). 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 0-2 years’ experience in an ICT support/customer service

Job Requirements:

Strong analytical skills with keen attention to detail Excellent written & verbal communication skills A team player with strong inter-personal and communication skills
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.
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