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ICT Service Desk Analyst

Requisition ID 4021
Position Type FT Permanent
Recruiter #LI-MV1
Posting Type LI


Kerry offers the industry’s largest portfolio of Taste & Nutrition Systems and Functional Ingredients & Actives, serving the Global Food, Beverage and Pharmaceutical industries. We work with the world’s top Retailers and Manufacturing companies to produce some of the best private-label products and tailored Food & Beverage solutions on the market. We also work with the leading Food Service chains helping to deliver appetising, relevant and innovative custom solutions, using our expertise in new product development, production and commercialisation.


Our Values:      Commitment | Teamwork | Excellence | Entrepreneurial | Value Creation

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 Agreements (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 IT/Computer Science or other related disciplines with 2 - 3 years’ experience of working in a Service Desk or support environment
  • ITIL qualification is preferable but not essential
  • Good understanding of Desktop Operating Systems (Win 7 and Win 10) and MS Office Products
  • Citrix & Microsoft Active Directory administration skills
  • SAP knowledge would be an advantage
  • Fluency in English & Chinese is required as this role supports users in China extensively
  • Good interpersonal skills & the ability to support and communicate with users on all levels
  • Strong analytical approach to problem solving and a self-starter who uses own initiative


Work Location: Johor Bahru, Malaysia


Reports to: ICT Service Desk Team Lead

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