- 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
- 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
- Excellent verbal and written communication skills in English and German languages
- 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
- 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.)
For those who prioritize precision, Mettler Toledo is precisely where you belong.
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