ICT Associate Service Desk Analyst (contract)

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

We have an opportunity for an Associate Service Desk Analyst to join our Global ICT Team at GBS KL on a fixed-term contract role. This role is a great opportunity for someone starting their career in ICT, with training and support provided to help you succeed.

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

• A bachelor’s degree in ICT or a related field, providing a strong foundation in information technology principles and practices.
• Open to fresh graduates, with or without prior experience in ICT support or customer service, who are eager to learn and grow in a technical environment.
• Strong analytical skills with attention to detail, ensuring thorough problem-solving and accuracy in logging incidents.
• Excellent written and verbal communication skills, allowing clear and professional interaction with customers and team members.
• A collaborative, team-oriented approach with well-developed interpersonal skills, promoting effective and positive working relationships within a diverse team.