Global Service Desk Analyst (Korean Speaker)

Mettler-Toledo International, Inc; Shah Alam; Presencial; MYR 42.000 - 73.000; Jornada completa

Descripción de la vacante

METTLER TOLEDO in Shah Alam seeks an IT Service Desk professional to act as the single point of contact for employee IT issues. You will provide 1st and 2nd level support across software and hardware, logging all interactions and ensuring SLA adherence.

You should have a Diploma or Degree in IT, 1+ year of service desk experience, and strong English and Korean communication skills to support a global user base.

Formación

• Diploma/degree in IT or related field.
• 1+ year of Service Desk or technical support experience.
• Good understanding of computer systems and mobile devices.
• Familiar with ITIL framework and customer service focus.
• Excellent English and Korean communication skills.

Responsabilidades

• Act as a single point of contact for employees’ IT issues and tickets.
• Provide 1st and 2nd level support from software to hardware.
• Resolve issues within SLA and log calls in Service Desk tool (ServiceNow).
• Coordinate with other IT teams for high priority incidents.
• Participate in on-call rotation as required.

Conocimientos

Customer service

English & Korean communication

Problem solving

Team player

Independent worker

Educación

Diploma or Degree in IT/Computing

Herramientas

Microsoft 365

Azure Active Directory

Exchange

Office 365

MS Teams

LAN

VPN & Wireless

Antivirus

Windows 10

Descripción del empleo

About Mettler Toledo

METTLER TOLEDO is a leading global supplier of precision instruments and services. We are recognized as an innovation leader and our solutions are critical in key R&D, quality control, and manufacturing processes for customers in a wide range of industries including life sciences, food, and chemicals. We operate throughout the world with a culture shaped by innovation and international flair.

Our Opening and Your Responsibilities

Responsibilities

• Act as a single point of contact for phone calls and tickets from employees concerning IT issues and queries.
• Provide 1st and 2nd level support - troubleshoot and resolve IT related problems form software to hardware, such as Microsoft Windows 10 and Microsoft Office 365, laptops, desktops, printers, mobile devices.
• Handle IT support phone calls and tickets within SLA defined.
• Log all phone calls in the Service Desk tool (ServiceNow).
• Ensure phone queue SLA are met.
• Take ownership and coordinate with other IT support teams for high priority issues.
• Escalate unresolved tickets to next level support teams.
• Participate in on-call rotation to provide coverage when required.

What You Need to Succeed

Requirements

• * Qualification / IT Know-How
• Diploma or Degree in any discipline but with keen interest in IT/Computer with at least a year of Service Desk or Technical Support experience.
• Good understanding of computer systems, mobile devices and tech products.
• Advanced ability to gather, monitor and document data.
• Understand the ITIL framework.
• Excellent customer service skills.
• Excellent verbal and written communication skills in English and Korean.
• Good knowledge of Service Desk operations.
• Required Skills: Microsoft 365, Azure Active Directory, Exchange, Office 365, MS Teams, LAN, VPN & Wireless, Antivirus, Windows 10.

2. Personal.

• Initiative, able to work independently, good team player.
• Communicative, able to work in virtual international team.
• Flexible, reliable, proactive, show own initiative.
• Passionate and drive for pragmatic solutions.
• Very good verbal and written communication skills in English and Korean.
• Additional language skill is a plus.
• Malaysian citizen or hold relevant residence status work base is Shah Alam

Our Offer to You

• 1. Global exposure
• 2. Career development

Equal Opportunity Employment

We promote equal opportunity worldwide and value diversity in our teams in terms of business background, area of expertise, gender and ethnicity. For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us here.