Global IT Service Desk Analyst

Kerry; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Kerry is seeking an IT Service Desk Analyst in Malaysia to deliver a seamless IT experience for colleagues globally. You will troubleshoot issues, log incidents, and provide timely resolutions while maintaining high service levels.

The role involves rotating shifts and close collaboration with the ICT Service Desk Team Lead. Requirements include a degree in IT or related discipline, ITIL is preferred, and experience in desktop OS, AD, Citrix, and SAP knowledge.

Qualifications

• Proven ability to support and troubleshoot IT systems.
• Experience with ICT incident logging and SLA adherence.
• Familiarity with desktop operating systems (Win 7/10) and Office products.

Responsibilities

• Act as single point of contact for users of Kerry ICT systems.
• Log incidents accurately and gather relevant information in incident software.
• Provide timely, courteous customer service and incident diagnosis.
• Assign calls to second line teams when needed and ensure SLA compliance.
• Document and update Service Desk procedures and knowledge base.
• Provide high-quality information and contribute to ITIL-based service operations.

Skills

Desktop OS

MS Office

Citrix

Active Directory

SAP knowledge

Education

ICT-related degree

ITIL qualification (preferable)

Tools

SAP

Job description

Kerry is seeking an IT Service Desk Analyst in Malaysia to deliver a seamless IT experience for colleagues globally. You will troubleshoot issues, log incidents, and provide timely resolutions while maintaining high service levels.

The role involves rotating shifts and close collaboration with the ICT Service Desk Team Lead. Requirements include a degree in IT or related discipline, ITIL is preferred, and experience in desktop OS, AD, Citrix, and SAP knowledge.