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

Work Location:          1Powerhouse, PJ (5mins walk from MRT Bandar Utama)
Reporting To:             ICT Service Desk Team Lead
Working hours:          12:30 PM - 9:30 PM​

 

This position is for an Associate Service Desk Analyst, part of our Global ICT Team at GBS KL. The primary responsibility is to support Kerry's Service Desk ICT operations by efficiently managing incoming calls and tickets from the business, addressing IT support needs, and ensuring timely resolution of technical issues.

 

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

• A degree in Information and Communication Technology (ICT) or a related field.
• Recent graduate or up to 2 years of experience in ICT support, technical assistance, or customer service roles.