Representative IT Service Desk I

3 weeks ago

Kuala Lumpur, Malaysia Donaldson Full time

Donaldson is committed to solving the world’s most complex filtration challenges. Employing innovation and breakthrough solutions, we are advancing filtration for a cleaner world. We look for the best people to help us succeed, offering opportunities to learn, effect change, and make meaningful contributions at work and in our communities. This is a place where you can make a world of difference.

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Summary:
Essential Duties and Responsibilities include the following (Other duties may be assigned):

- With a first contact resolution goal, receive, troubleshoot and resolve incident events via telephone and ServiceNow web interface with technical and non-technical English speaking end users.
- Incident events include, but are not limited to:

- Laptop and desktop computing hardware
- Active Directory (AD)
- Authentication
- Move/Add/Change
- Mobile Device
- Software
- Two-Factor Authentication
- Cloud Storage
- Single Sign-On
- Virtual Private Network (VPN)
- Operating Systems
- Remote Support
- WebEx
- Triage and escalate incident events that could not be resolved at first contact.
- Receive, delegate and deliver incoming requests from Donaldson employees.
- Escalate incidents and requests as necessary in accordance with service level agreements.
- Properly document and categorize all calls into the ServiceNow ticketing system.
- Follow and maintain ticketing system integrity policies on a daily basis.
- Prioritize incidents and requests based on Service Level Agreement (SLA).
- Ensure that customer support requests meet both IT and customer requirements.
- Identify and act on opportunities for process improvements, and assists in developing appropriate processes.
- Contribute to company knowledgebase to aid in future troubleshooting.
- As needed, provide support of infrastructure projects as defined by the principle team members and management.
- Demonstrate commitment to Donaldson Core Values by leading, acting and behaving in a manner consistent with these values.
- Follow all company safety policies and procedures and attend all safety trainings related to the job.

Essential Education, Skills and Experience:

- Strong verbal and written English language skills.
- Verbal Japanese language skill is a plus.
- CompTIA A+ & CompTIA Net+ certification preferred.
- 1-2 years Service Desk Level 1 or equivalent experience is a plus.
- Strong dedication to quality customer service, and working knowledge of service delivery procedures.
- Demonstrated experience in areas of customer service preferred.
- Previous ServiceNow experience is a plus.
- Excellent follow through and attention to detail.
- Strong problem-solving skills and decision-making ability.
- Ability to handle many tasks simultaneously.
- Working knowledge of software and/or processes of security, databases, internet, project management, spreadsheet and word processing.
- Working knowledge of Microsoft Windows 10 and 11 operating systems.
- Working knowledge of Microsoft Active Directory, Exchange, and the Office suite.
- Working knowledge of networking, including TCP/IP, firewall configuration, LAN & WAN technologies, and remote access technologies including VPN clients.
- Good task management and organizational skills.
- General knowledge of business telephone system functionalities.

Job Grade:
13

Come make a World of Difference

Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

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