ICT Service Desk Analyst

Kerry; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading nutrition company in Kuala Lumpur is seeking an ICT Support role focused on service desk operations. The candidate will resolve incidents, manage service requests, and ensure customer satisfaction. Candidates should possess a Bachelor's degree in ICT or a related field alongside a minimum of 3 years' experience in a technical customer service environment. This position offers a hybrid work arrangement with rotating shifts.

Qualifications

• Minimum 3 years working experience in ICT support or customer service.
• Strong analytical skills with attention to detail.
• Excellent written and verbal communication skills.

Responsibilities

• Resolving incidents over the phone and escalating complex issues.
• Handling service requests, such as password resets and ID/access management.
• Accurately logging all incidents in the incident tracking system.

Skills

ICT Support

Customer Service

Analytical Skills

Communication Skills

Team Collaboration

Education

Bachelor’s degree in ICT or related field

Job description

Requisition ID: 60902

Position Type: FT Permanent

Workplace Arrangement: #LI-Hybrid

About Kerry

Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly global environment.

About the role

Work Location: 1Powerhouse, PJ (5mins walk from MRT Bandar Utama)
Reporting To: ICT Service Desk Team Lead
Working hours: Rotating shifts, 7am to 4pm or 9am to 6pm.

Key responsibilities

• Resolving incidents over the phone and escalating complex issues to senior Service Desk analysts as needed.
• Handling service requests, such as password resets and ID/access management.
• Accurately logging all incidents, capturing detailed information in the incident tracking system.
• Providing outstanding customer service by answering calls promptly and maintaining a courteous, professional demeanor.
• Staying up-to-date on relevant systems, software, hardware, and support policies to deliver accurate solutions.
• Ensuring that all cases handled by the Service Desk are resolved within the agreed Service Level Agreements (SLAs).
• Following up on incidents or requests via calls, chats, or emails until they’re resolved.
• Meeting all established metrics and KPIs (Key Performance Indicators).
• Documenting incident tickets with high-quality information, supporting ITIL best practices in Service Operations and Continuous Improvement.

Qualifications and skills

• A bachelor’s degree in ICT or a related field, providing a strong foundation in information technology principles and practices.
• Minimum 3 working experience in ICT support or customer service in a technical environment.
• Strong analytical skills with attention to detail, ensuring thorough problem-solving and accuracy in logging incidents.
• Excellent written and verbal communication skills, allowing clear and professional interaction with customers and team members.
• A collaborative, team-oriented approach with well-developed interpersonal skills, promoting effective and positive working relationships within a diverse team.

Beware of scams online or from individuals claiming to represent us. A Kerry employee will not solicit candidates through a non-Kerry email address or phone number. In addition, Kerry does not currently utilise video chat rooms (e.g., Google Hangouts) to conduct interviews. Refuse any request that asks you to provide payment to participate in the hiring process (e.g., purchasing a “starter kit,” investing in training, or something similar). Kerry will not ask you to pay any money at any point in the hiring process with the exception of reimbursable travel expenses. In addition, any payments made by Kerry will be from official firm accounts bearing the Kerry name.

Recruiter: #LI-NA1
Posting Type: LI