Malaysia - IT Service Desk Analyst

Who we are?

At Inchcape Shipping Services, our vision is to have a connected world in which our customers trade successfully and make better decisions in every port, everywhere. We use technology and our global network to help our partners connect to a smoother, smarter ocean. Inchcape combines its worldwide infrastructure with local expertise through our global network of over 240 proprietary offices across 60 countries and a team of more than 2,500 committed professionals. Our diverse global customer base includes owners and charterers in the oil, cruise, container, and bulk commodity sectors and naval, government, and intergovernmental organizations.

We have an ambitious growth model, and a career here is certainly going to be a rewarding one that will allow you to bring your skills & experience. We embrace change and are open to new thinking and pushing for positive change in our industry.

Main Purpose of Job:

Provides first and second tier IT technical support to internal staff including analysis, diagnosis and resolution of IT technical problems ranging from common to complex. Work in a manner that improves the business' IT experience. Supports Inchcape's network and systems to ensure disruptions are minimized.

Key Accountabilities:

• To provide first and second tier customer support; managing customer expectations in a satisfactory and consistent manner.
• Through the use of various productivity tools and a disciplined approach to problem/fault diagnosis, help create a first class support response environment such that customer needs are met and their own productivity is enhanced.
• Receive customer queries via telephone, ticketing system and email; suitably categorize, log and work to resolution within service desk system.
• Provide Regional Service Desk / Help Desk administrator functions to Resolve tier 1 and where appropriate tier 2 service calls, ensure closure and keep the customer abreast of progress throughout. Where necessary, escalate to the appropriate authority
• Image company devices
• Maintain regional applications and services
• Required to upgrade memory and SSD in laptops when necessary.
• Manage assets/inventory in our service desk system, Active Directory, Azure, Exchange Online, Zoho, Sedna, etc.
• Organize cabling and provide console access to routers and switches when required to assist our network team.
• Utilize any defined processes and procedures to setup new customers (or removal of existing customers) ensuring all requirements are met including any security considerations.
• Ensuring license standards are met according to SOP (Standard Operation Procedure)
• Ability to travel at short notice and facilitate site IT support activities where appropriate.
• Meet all SLA targets, taking proactive action where improvements can be made.
• Maintain process and procedure documentation.
• Be an active team member supporting the region, while providing local and remote customer service
• Physically setup workstations for local office staff and collect and store equipment when not in use
• Carry out other responsibilities as necessary and new system continue to add on.

Key Deliverables:

Minimize system disruptions

Help desk open ticket items promptly resolved

Keep Business functioning with minimal interruption

Essential:

Ability to define, document and work with the Global IT processes and procedures

Experience of using service / helpdesk application to track and manage calls

Technical skills may include support of:

Desktop/servers technology and applications

Active Directory

MS O365

IT Degree or Certification

Working Experience in Service Desk Support

English Proficiency: Advanced Level

Bilingual is a Plus, but not required

Why Inchcape Shipping Services?

We believe in building a diverse and high-performing workforce that works together to provide our customers with the exceptional service they deserve. To reach the highest standards, we depend on our people, their welfare, training and expertise. We realise the value of our staff and know that your unique experiences, skills and passions will help you to build a rich and rewarding career in our dynamic industry.

Our values are at the centre of everything we do, and the successful candidate will be expected to demonstrate and fully adopt these:

Global Perspective - we connect the world and see the bigger picture.

The Power of People - we rely on the strength of local agent knowledge and relationships.

Progress - we adopt new thinking and push for positive change in our industry.

In return, we will offer you:

A diverse range of benefits, depending on your geographical location. Globally, as a minimum, you will receive:

• A retirement savings plan

• Life assurance

• Holiday

• Competitive salary

• Employee Assistance Programme

• Career development and progression opportunities

• Values Award celebration events

Plus, much more

If you think that you have the right skills, knowledge and attitude to join our team, then we invite you to apply by simply clicking at the top of this advert

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work documentation depending upon your geographical location.

Inchcape is an Equal Employment Opportunity Employer and equality, diversity and inclusion are at the centre of everything we do. We recognise that our customers, colleagues, contractors and other partners are central to our success and that we work in a diverse society. We acknowledge not only our legal, but also our moral responsibility to ensure all groups have equality of opportunity.