Service Desk Specialist

Our Opening and Your Responsibilities

Role/Purpose:
In this position, you will be part of an international team. As a Service Desk Specialist you will provide first and second level technical support to employees globally. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of IT related issues, which may range from straightforward to more complicated technical issues. There is also a range of administration duties such as accounts administration within this role.

In addition, the Service Desk Specialist is responsible for fielding user communication, creating and documenting tickets, troubleshooting and escalation. This Includes initial support and analysis for correct classification, ticket ownership, monitoring, tracking and communication, resolution and recovery of incidents not assigned to second level support, closure of incidents, monitoring the status and progress towards resolution of assigned Incidents, and communication to relevant parties on incident.

Responsibilities:
  • Act as a single point of contact for phone calls and tickets from employee concerning IT issues and queries
  • 1st and 2nd level support - troubleshooting of IT related problems from software to hardware, such as Windows, Office Suite, laptops, desktops printers and mobile devices.
  • Handle IT support phone calls, and tickets within the SLA defined and as assigned by the management
  • Handle tickets submitted to queues within the SLA defined
  • Log all phone calls in the Service Desk tool (ITSM) Service-Now
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Innovate and propose improvements to processes, methodologies and systems that could increase process efficiency
  • Offer advice to end users in all areas of IT, how to troubleshoot and ensure security standards are met
  • Ensure phone queue SLA are met or exceeded as set by the management
  • Take ownership and coordinate with other IT support teams for high priority issues
  • Escalate unresolved tickets to the next level support team
  • Participate in on call rotation to provide coverage when required.

What You Need to Succeed

Qualification / IT Know-How
  • Degree or Diploma in any discipline but with keen interest in IT/Computer science with at least three years of Service Desk or Technical Support experience
  • Advanced ability to gather, monitor and document data
  • Excellent customer service skills
  • ITIL certification/knowledge would be added advantage
  • MCP certification would be desirable
  • Good knowledge of IT Service Desk operations. Proficiency with Service-Now.com is highly desirable
  • Required knowledge: Active Directory Services, MS Exchange, VPN, Network, MS Office suite
  • 2010/2016, Roaming & Local Windows Profile, Spywares, Windows 10, O365
  • Excellent communication skills and telephone manner, able to communicate at all levels
  • Excellent in IT troubleshooting skills
  • Excellent verbal and written communication skills in English and any other Asian languages
  • German speaker is preferred

Personal
  • Passion to serve and interact with people
  • Initiative, able to work independently, good team player
  • Communicative, able to work in virtual international team
  • Flexible, reliable, proactive, assertive, show own initiative
  • Passionate and drive for pragmatic solutions
  • Demonstrate strong people engagement skill and clear leadership traits
  • Positive attitude, willing to take on additional tasks/challenges assigned
  • Willing to coach/assist other team members when needed
  • Committed in carrying out roles and responsibilities
  • Willing to work for 8 hours shift (as early as 6.30 AM and as late as 7.30 PM Malaysia Time.)

Our Offer to You

About Mettler Toledo

METTLER TOLEDO is a leading global supplier of precision instruments and services. We are recognized as an innovation leader and our solutions are critical in key R&D, quality control, and manufacturing processes for customers in a wide range of industries including life sciences, food, and chemicals. We operate throughout the world with a culture shaped by innovation and international flair.

Equal Opportunity Employment

We promote equal opportunity worldwide and value diversity in our teams in terms of business background, area of expertise, gender and ethnicity. For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us here.

For those who prioritize precision, Mettler Toledo is precisely where you belong.

Job Reference #

3993

Location

Selangor

Shah Alam

Job Type

Full-time