IT Service Desk Agent (Japanese Speaker)

Knauf Gips KG; Subang Jaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global building materials manufacturer is seeking a dedicated individual for an IT Service Desk role in Subang Jaya, Malaysia. The ideal candidate should have at least 3 years of experience in an IT Service Desk environment and be fluent in English and Japanese. Responsibilities include investigating and resolving tickets, managing incidents, and contributing to knowledge management. The company values a safe, inclusive work environment and encourages diverse applicants.

Qualifications

• Minimum 3 years of professional experience in IT Service Desk environment.
• Knowledge of Active Directory is preferred.
• Ability to read & analyze business processes.

Responsibilities

• Investigate and resolve all tickets reported to the Service Desk.
• Act as ticket owner and lead communication throughout the incident lifecycle.
• Contribute to knowledge management.

Skills

Fluent English

Fluent Japanese

Knowledge of Windows 11

Drivers and software installation support

Cloud computing/application experience

Basic ITIL methodology

Good communication skills

Time/task management

Manufacturing environment knowledge

Education

Bachelor's Degree or Diploma in IT

Tools

SCCM

SAP Modules (SD, MM, PP, FI)

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 escape 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.