IT Support Consultant for Service Desk support
2 weeks ago
Join us in this role where you'll handle IT support via telephone & remote tools and support users through our chat portal and service management system. You'll be part of a work rotation scheme and switch between phone support, chat, dispatch, and follow-up time regarding ongoing cases. Our support setup is based on the 'First time right' principle, which means that we solve 75% of all inquiries upon first contact with us.
Welcome to End User Support IPL
You'll be part of Global ServiceDesk where you, together with your colleagues, will provide 1st and 2nd level technical support to users. Service Desk departments are an important part of the IT Service Operations department within IT, consisting of 40 employees, located in Malaysia, Denmark, and the US, and working closely together with the different business units across the Globe. As a team, we have a good cooperation, and an encouraging environment based on mutual trust. All our team members have a development plan with strong support to grow further in the organization.
You'll play an important role in:
- dispatching tickets and providing phone and chat support for IT Infrastructure and applications in English
- solving first and second level incidents and service requests, while ensuring that calls which are not solved by the Service Desk are forwarded to the correct groups
- advising, supporting, and inspiring users in their daily use of our IT systems
- ensuring that calls are recorded, solutions communicated, and tasks closed
- reporting critical and important applications, while performing proactive & 24/7 monitoring to ensure minimum downtime while maintaining the SLA's.
To succeed in the role, you:
- have a technical background in IT, e.g., IT supporter, Service Desk Analyst, Service Desk Agent, or similar documented experience from a similar position in a large global company
- have solid experience with Windows 10, MS AD, MFA, Azure, Office 365.
- are a responsible team player with a customer and result-oriented mindset, 'can-do' attitude, and enjoy working in a fast-paced, global environment
- have prior experience in Citrix/VPN, ServiceNow, and ITIL processes will be counted as an advantage
- have proficiency in Mandarin is an advantage but not essential.
Maybe you've read the above and can see you have some transferable skills, even though they don't quite match all the points. If you think you can bring something to the team, we still encourage you to apply.
Shape the future with us
Send your application to us as soon as possible. We'll be conducting interviews on a continuous basis and reserve the right to take down the advert when we've found the right candidate.
Please note that for your application to be taken into consideration, you must submit your application via our online career pages and answer the screening questions relevant for your country. We don't take applications or inquiries from external recruiters or agencies into account for this position.
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