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IT Service Desk Agent

4 months ago

Subang Jaya, Malaysia Knauf IT Full time

We are on an exciting journey building a digital environment for the Knauf Group that is as groundbreaking as our products for the construction industry. If you are looking for a global impact that is shaped by values such as entrepreneurship, commitment, partnership and Menschlichkeit, the position of **IT Service Desk Agent-Japanese Speaker **(M/F/d) could be the ideal challenge for you.

**What you'll do**:

- Investigate, resolve and / or escalate all tickets reported to the Service Desk
- Act as ticket owner and lead communication with requester throughout the
- Achieve a high 1st level resolution rate w/ adequate documentation
- Initial assessment of the incident /service request
- Resolve as many tickets as possible and in line with internal procedures and personal authorization level
- Escalate to 2nd level or dispatch on-site support when physical intervention required
- Adhere to procedures, segregation of duties and service levels
- Contribute to knowledge management
- Perform other activities provided by your Team Coordinator/ Lead

**Who you are****:

- Proficiency in** English** and **Japanese** to support employees in the region
- Posses 1+ years' experience in Infrastructure support service desk or relevant user desktop support
- Familiarity with an ITSM Ticketing Tool, preferably Service Now
- Familiarity with desktop operating systems, including Windows 7 and Windows 10
- Basic experience in hardware issues troubleshooting and providing drivers support

**What we offer**:

- An open, dynamic corporate culture with flat hierarchies
- Independent work with creative freedom
- Attractive remuneration
- A wide time window for flexible working, including weekly home office days
- Continuous individual training and further education
- An open exchange of knowledge within the IT community

If you are looking for a variety of challenging tasks with global reach and family atmosphere, then you are most welcome at Knauf IT

**Knauf as an employer**:
Knauf is an international market leader in the building materials' industry. About 41,500 employees at over 300 locations worldwide generate a turnover of over 15,4 billion euros. The foundation of our success as family business are our corporate values of humanity, partnership, commitment and entrepreneurial spirit. Knauf IT, headquartered in Kitzingen, Germany, is an important driver of the global growth and digital transformation of the Knauf Group. 500 experts are supporting colleagues and customers with modern IT solutions and services.