ICT Associate Service Desk Analyst

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 currently have an opportunity for an Associate Service Desk Analyst to join our Global ICT Team in GBS KL. 

 

Work Location : 1 Power House - Bandar Utama 

 

Working hours - 12.30 pm to 9.30 pm ( Europe Hours) 

 

Contract role : 3 Months 

 

Key responsibilities

 

 

• Provides resolutions to incidents via phone and where necessary refer more complex issues to a more qualified Service Desk analyst
• Process service requests such as but not limited to password reset, ID and access management, etc.
• 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
• Acquire current knowledge of relevant systems, software and hardware, support policies in order to provide accurate solutions to customers
• Ensuring that all cases owned by the Service Desk are resolved in accordance with the agreed Service Level Agreement (SLA)
• Performs follow-up until incidents or requests are resolved by performing outbound calls, chats, or emails.
• Pass all set metrics and KPIs (key performance indicators).
• 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 an ICT or other related discipline
• 0-2 years’ experience in an ICT support/customer service Job Requirements
• Strong analytical skills with keen attention to detail
• Excellent written & verbal communication skills
• A team player with strong inter-personal and communication skills