ICT 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 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

As a Service Desk Analyst, you'll play a key role in delivering a seamless IT experience for colleagues around the world. From troubleshooting technical issues to providing timely resolutions and support, you'll combine your technical expertise and customer-focused mindset to keep our people connected and our business running smoothly.

Work Location 1 Powerhouse - 5 mins walk from Bandar Utama MRT Station

Reporting to ICT Service Desk Team Lead

Working hours Rotating shifts - 7am to 4pm or 9am to 6pm

Key responsibilities

• Act as a single point of contact to all users of Kerry ICT systems through a variety of ICT support channels
• Logging of all incidents accurately, ensuring all relevant information is obtained and recorded on incident logging software
• Deliver outstanding customer service standards by answering calls promptly, remain courteous and professional at all times
• Provide incident diagnosis using the appropriate support tool required
• Assign calls to second line support teams where appropriate
• Ensuring that all cases owned by the Service Desk are resolved in accordance with the agreed Service Level Agreement (SLA)
• Ensure processes, procedures and resolutions are documented and updated regularly in the Service Desk knowledge base
• Provide high quality information on the incident tickets to support ITIL best practice in Service Operations and Continuous Service Improvement

Qualifications and skills

• Graduate in an ICT or other related discipline
• An ITIL qualification is preferable but not essential

Job Requirements

• Third level Qualification in IT or related discipline ideally to degree level
• 1 to 3 years experience of working in a Service Desk or support environment
• Good understanding of Desktop Operating Systems (Win 7 and Win 10)Good understanding of MS Office Products
• Citrix & Microsoft Active Directory administration skills
• Ability to support and communicate with users on all levels
• Good Interpersonal skills
• Good Analytical approach to problem solving
• Self starter who uses own initiative
• SAP knowledge would be an advantage

Kerry is a world leader in taste and nutrition systems serving the food and beverage industry, and a leading supplier of added value brands and customer branded foods to the Irish and UK markets. We have annualised sales in excess of €5 billion and employ over 23,000 people globally. Founded in 1972 in Listowel, Co. Kerry, the Group has grown organically and through a series of strategic acquisitions and has succeeded in achieving sustained profitability.

We supply over 15,000 food, food ingredients and flavour products to customers in more than 140 countries worldwide. We have established manufacturing facilities in 24 different countries and international sales offices in 20 other countries across the globe.

Kerry has been present in the Asia-Pacific region since 1997 and has grown its business to become a brand of choice for our regional and local customers. From our Regional Headquarters and Global Technology Innovation Centre based in Singapore, Kerry employs nearly 3500 talented people at manufacturing sites and sales offices in 16 countries across the region.

Kerry prides itself on continuous innovation, technological creativity and business excellence in every area of the business, striving to enhance leadership positions in our consumer foods business and across global food and ingredients markets.

Being a truly global company, our employees in Asia-Pacific have opportunities to develop their careers in a global environment, with training, career development and international opportunities across the Kerry world.

Our expertise leads the way

Kerry is a world leader in taste and nutrition systems serving the food and beverage industry, and a leading supplier of added value brands and customer branded foods to the Irish and UK markets. We have annualised sales in excess of €5 billion and employ over 23,000 people globally. Founded in 1972 in Listowel, Co. Kerry, the Group has grown organically and through a series of strategic acquisitions and has succeeded in achieving sustained profitability.

We supply over 15, 000 food, food ingredients and flavour products to customers in more than 140 countries worldwide. We have established manufacturing facilities in 24 different countries and international sales offices in 20 other countries across the globe.

Kerry has been present in the Asia-Pacific region since 1997 and has grown its business to become a brand of choice for our regional and local customers. From our Regional Headquarters and Global Technology Innovation Centre based in Singapore, Kerry employs nearly 3500 talented people at manufacturing sites and sales offices in 16 countries across the region.

Kerry prides itself on continuous innovation, technological creativity and business excellence in every area of the business, striving to enhance leadership positions in our consumer foods business and across global food and ingredients markets.

Being a truly global company, our employees in Asia-Pacific have opportunities to develop their careers in a global environment, with training, career development and international opportunities across the Kerry world.

What can I earn as an IT Service Desk Analyst