ICT Service Desk Analyst

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

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

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