IT Service Desk Agent (Japanese Speaker)

Knauf Group; Subang Jaya; On-site; MYR 40,000 - 60,000; Full time

Job summary

A global building materials manufacturer is seeking a skilled IT Service Desk professional in Subang Jaya, Malaysia. Candidates should have a Bachelor's degree in IT and at least 3 years of experience in a Service Desk environment. Responsibilities include managing tickets, leading communication, and adhering to procedures. The role demands proficiency in English and Japanese, along with knowledge of various IT tools and methodologies. Join an inclusive team committed to sustainable solutions.

Qualifications

• Minimum 3 years of professional experience in an IT Service Desk environment.
• Fluent in English and Japanese.
• Experience in a manufacturing environment is an advantage.

Responsibilities

• Investigate and resolve all tickets reported to the Service Desk.
• Lead communication with the requester throughout the incident lifecycle.
• Achieve a high first level resolution rate with appropriate documentation.

Skills

Team collaboration

Customer-centric focus

ITIL methodology knowledge

Communication skills

Attention to detail

Education

Bachelor's Degree or Diploma in IT

Tools

Windows 11

Active Directory

SCCM

SAP Modules (SD, MM, PP, FI)

Cloud computing

Job description

Knauf stands for opportunity. This exciting role offers you the ideal opportunity to begin and further develop an impressive career within a values-driven culture.

As a global building materials manufacturer with 43,500 employees in 90 countries, we offer diverse opportunities to ambitious talent. We value every contribution and are committed to creating a safe and inclusive work environment with the aim of developing sustainable solutions for a better future.

Knauf Information Services GmbH is proud to be a part of the Knauf Group. With a long-standing tradition, and a growing international presence, we are seeking dedicated individuals to help us achieve our long-term vision.

Can you say ‘yes’?

• Is respectful and appreciative interaction within the team a given for you?
• Do you always put the customer at the center of your actions?
• Do you consider the future and upcoming generations in your actions?
• Do you strive for personal and professional growth?

What you'll do

• Investigate, resolve and / or escalation all tickets reported to the Service Desk
• Act as ticket owner and lead communication with requester for incident life cycle
• Achieve a high 1st level resolution rate w/ adequate documentation
• Initial assessment of the incident /service request
• Resolve in case possible and in line with internal procedures and personal authorization level
• Escalate to 2nd level / dispatch local on-site support in case physical intervention required
• Comply w/ procedures, segregation of duties and service levels
• Contribute to knowledge management
• Answering phone calls from internal End-users
• Major Incident Management process knowledge Skills & Experience

Who you are

• Bachelor's Degree or Diploma in IT (Computer Science/Information Technology) or equivalent
• Minimum 3 years of professional experience with working within IT Service Desk environment
• Basic ITIL methodology knowledge will be an asset technical skills:
• Knowledge of Windows 11 environment/ Active Directory
• Drivers and software installation support (SCCM)/Intune
• Cloud computing /application experience
• Knowledge of SAP Modules (especially SD, MM, PP, FI) - will be an advantage other skill
• Fluent English and Japanese in speaking and writing
• Ability to read & analyze business processes, procedures, training material
• Good communication / interpersonal skills
• Time/task management, attention to detail and willing to learn new technology
• Manufacturing environment knowledge - will be an advantage

Knauf as an employer

Knauf is an international market leader in the building materials' industry. About 43,500 employees at over 320 locations worldwide generate a turnover of over 15,6 billion euros. The foundation of our success as family business are our corporate values of humanity, partnership, commitment and entrepreneurial spirit. Knauf IT, headquartered in Kitzingen, Germany, is an important driver of the global growth and digital transformation of the Knauf Group. 500 experts are supporting colleagues and customers with modern IT solutions and services.

The Knauf Group is a proud equal opportunities employer. We are committed to a diverse and inclusive working environment and therefore base all our employment selection decisions, within all aspects of our business, on experience, skill, and integrity. We strongly encourage applicants from all walks of life to apply for our positions, irrespective of age, sex, gender identity, disability, sexual orientation, origin, religion, etc.