IT Service Desk Technician

6 days ago

Kuala Lumpur, Malaysia NOV Inc. Full time

Job Description IT Service Desk Technician

**Summary**

Do you have a passion for solving a variety of technical issues? Are you enthusiastic and process-driven? Do you love working with others to find solutions? If this interests you, we are looking for a Service Desk Technician with a real desire to provide our internal customers with the highest quality of service by responding to incoming calls and Service Desk tickets, diagnosing, and resolving problems remotely.

Our team is a key component of the Corporate IT department, serving our fellow employees around the globe for level one and two issues and collaborating with field support and other IT teams for more advanced issues.

**Key Responsibilities**
- Assist internal customers who call our Service Desk or submit tickets with PC hardware, software, printer, or other IT-related issues
- Respond to requests in our IT Service Management (ITSM) tool in a timely manner
- Follow documented processes to assist and troubleshoot
- Document details from investigating and troubleshooting calls and requests within our ITSM, Jira Service Desk
- Escalate requests to next level support when necessary
- Create additional documentation articles in Confluence (Wiki) to help the team solve similar issues Comply with policies, procedures, and guidelines

**Required Skills/Abilities**
- Experience diagnosing and repairing computers
- Proficiency in conducting PC software, printer and multi-function device support
- Excellent technology skills and flexibility adapting to new technologies and systems
- Ability to speak fluent English
- Strong communications and interpersonal skills with the ability to build trust and integrity in your relationships with customers
- Self-motivated, but also an excellent teammate, who can work with people at all levels of the organization
- Good problem analysis and resolution, impact verification, and troubleshooting experience
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Ability to diagnose problems across multiple IT disciplines Willing to work weekends and holidays

**Education and Experience**
- Minimum of 1 year of relevant work experience.
- Diploma or Bachelor’s Degree in Information Technology or related field.
- Comptia A+, Comptia Network +, and ITIL certifications a plus This description is intended to explain the general nature and level of work being performed by this position. It is not intended to be an entire list of all activities, tasks and skills required.

We are an equal opportunity employer.

NOV is committed to building a diverse environment and is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristics protected by law.

We offer a comprehensive employee benefit package. Our company is committed to crafting a lasting impact for ourselves, our customers, and the communities where we live and work.

**About NOV**

NOV delivers technology-driven solutions to empower the global energy industry. For more than 150 years, NOV has pioneered innovations that enable its customers to safely produce abundant energy while minimizing environmental impact.

The energy industry depends on NOV’s deep expertise and technology to continually improve oilfield operations and assist in efforts to advance the energy transition towards a more sustainable future.

At NOV, we are a globally diverse happy family, driven to power the people who power the world.

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