Global Service Desk Representative

Help Desk & IT Support (Information & Communication Technology)

Full time

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The Role: Global Service Desk Representative

The IT Global Service Desk Representative is responsible for providing IT support to all employees globally via a call center setting. This role involves handling inbound workload through calls, chats, and self-service platforms. Additionally, the representative will manage access requests, monitor alerts, address queries, and work on IT Service Management (ITSM) processes to ensure efficient and effective service delivery. The Global Service Desk team aims to deliver solutions with quality, professionalism, and excellent customer experiences to both technical and non-technical employees globally.

In this role you will:

• Respond to and troubleshoot IT support inquiries via phone, chat, and self-service.
• Effectively manage access while complying to organizational policies and security standards.
• Monitor and respond to IT alerts, proactively addressing any issues to minimize their impact.
• Address employee queries effectively, providing concise and clear explanations.
• Work on IT Service Management (ITSM) processes, such as major incident management, incident management, problem resolution, and request fulfillment.
• Document and escalate unsolved issues to the appropriate IT teams, ensuring a swift resolution.
• Keep accurate records of all support activities, including full incident reports and resolutions.
• Develop and maintain documentation and training materials around ITSM policies, processes, and standards across knowledge bases and other collaboration portals.
• Collaborate with other IT teams on improving service delivery and share knowledge.
• Monitor incidents and problems for opportunities for continuous service improvement, and provide recommendations to reduce their impact on daily operations.
• Maintain the Knowledge Base, ensuring all the root causes, lessons learned, and workarounds are documented and available for usage across the company.
• Collaborate with the IT Learning Team to identify and develop training materials for self-service.
• Provide After Action Reports and lessons learned from major outages and service disruptions caused by global project implementations.
• Ensure the service desk tickets are properly documented, and Knowledge Base articles are written to document solutions and processes.

Traits we believe make a strong candidate:

• Bachelor's degree or diploma in computer engineering, computer science, information technology, or similar fields.
• Minimum 3 years of experience as a Service Desk Engineer.
• Preference for candidates with experience working in multinational company, particularly in the semiconductor and manufacturing industries.
• Experience with ServiceNow or an equivalent ITSM tool.
• Familiarity with Active Directory.
• Have ITIL v3 foundation certification or higher.
• Ability to work flexible shifts, including weekends and public holidays, on a temporary or permanent basis.

Your success will be measured by:

• Strong customer service focus and ability to interact with personnel at all levels in the organization via multichannel (Chat, Email, Phone, Tickets): Demonstrates a commitment to excellent customer service and effective communication across different channels.
• Excellent written and verbal communication skills in both formal and informal formats: Ensures clear and effective communication, contributing to successful interactions and outcomes.
• Ability to handle multiple tasks simultaneously inclusive of routine support work, special assignments, and lead projects as assigned: Demonstrates capability in managing workload effectively and delivering outcomes across different types of tasks and projects.
• Demonstrated ability to work in a matrixed and highly collaborative environment to influence change and core processes: Emphasizes collaborative skills and the ability to drive change and improvements in a complex organizational structure.
• Ensure ITIL best practices are applied to every aspect of the work and encourage all team members to fully embrace it: Fosters a culture of adherence to best practices and continuous improvement in IT Service Management, contributing to effective and efficient service delivery.

Your application will include the following questions:

What's your expected monthly basic salary?

What's the highest level of ITIL qualification you have completed?

Do you have customer service experience?

How many years' experience do you have as an IT Service Management Specialist?

Have you worked in a call centre before?

ENTEGRIS ( M ) Sdn Bhd, part of ENTEGRIS Inc, USA is an industry leader in plastics molding for Contamination Control Solutions and Microenvironments. It is a vibrant and exciting company position for growth and service excellence in high technology industries. Our 170,000 sq. ft. state - of - the- art plastics injection molding plant with an ultra clean room manufacturing environment located in Kulim Hi -Tech Park Kedah is now expanding for more products integration.

Our corporate purpose is to make Kulim Hi-Tech Park (KHTP) facility the group’s largest manufacturing centre by the end of year 2009 and to be recognized as world 's leading provider of advance materials management products by living out our corporate values of integrity, success and relationships. We are committed in growing and grooming talented people who are willing to learn and take on multiple functions in a dynamic environment. Take a challenge and we will pack the opportunities for you.

ENTEGRIS ( M ) Sdn Bhd, part of ENTEGRIS Inc, USA is an industry leader in plastics molding for Contamination Control Solutions and Microenvironments. It is a vibrant and exciting company position for growth and service excellence in high technology industries. Our 170,000 sq. ft. state - of - the- art plastics injection molding plant with an ultra clean room manufacturing environment located in Kulim Hi -Tech Park Kedah is now expanding for more products integration.

Our corporate purpose is to make Kulim Hi-Tech Park (KHTP) facility the group’s largest manufacturing centre by the end of year 2009 and to be recognized as world 's leading provider of advance materials management products by living out our corporate values of integrity, success and relationships. We are committed in growing and grooming talented people who are willing to learn and take on multiple functions in a dynamic environment. Take a challenge and we will pack the opportunities for you.

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Perks and benefits

Medical

Miscellaneous allowance

Education support

Parking

Vision

Attractive Bonus, Profit Sharing, Healthy Working

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