Job Description

SUMMARY OF THE ROLEEnsure excellent customer service support delivered to Jotun users World Wide by responding to IT- or system related requests from employees by applying IT practices, proactive monitoring and differentiated approach towards critical incidents to ensure world class services are provided efficiently, and a high level of customer satisfaction experience is achieved.Responsibilities:Responsible for sending out daily operational updates during the shift to GSD team members and the management team.Ensure that all user communications are managed in a professional, courteous, and timely manner.Ensure all incidents are properly logged, identified, prioritized, resolved, and tracked within the companyxe2x80x99s service desk tool.Escalate unsolved incidents to second-line support.Assist with the resolution and take proactive steps to keep customers informed.Provide ongoing updates for process and procedure improvements.Participate in continuous improvement programs for problem handling and incident management.To highlight obsolete information/updates and improvement on GSD documentationInvolved in segregation and following up interaction queue on a daily basis.Proactive monitoring such as Servers and network alerts, IFS print (Global servers), and GSD mailboxes (GSD reporting tool) to avoid impacting business and ensure operations run smoothlyWHAT WE ARE LOOKING FOR AND WHAT WE OFFERQualifications

• Bachelor's Degree in Computer Science, Information Technology, or a related field
• Minimum 5 years of experience in an IT lead role.
• Proven ability to manage IT minor projects, work independently, and handle multiple priorities effectively.
• Strong knowledge of IT and network infrastructure.
• Must be proficient in verbal and written English.
• Strong knowledge of ticketing systems and remote support tools.
• Experience with incident management and problem resolution.
• Proven ability to handle high-pressure situations and make decisions quickly.
• Strong problem-solving and analytical skills.
• Strong organizational and time management skills.
• Ability to multitask and prioritize tasks effectively.

Personal Qualities

• Acts on own initiative, makes things happen and accepts responsibility for the results.
• Builds a useful network of contacts and relationships and utilizes it to achieve objectives.
• Uses a methodical and systematic approach; plans ahead, defines clear priorities and allocates resources effectively.
• Demonstrates specialist knowledge and expertise in own area; participates in continuous professional development.
• Communicates in a clear, precise and structured way; speaks with authority and conviction; presents effectively.
• Co-operates well with others; shares knowledge, experience and information; supports others in the pursuit of team goals.

POSITION INFORMATIONCompany: Jotun Paints (Malaysia) Sdn. Bhd.Contract Type: RegularTime Type: Full timeCLOSING DATE (dd.mm.yyyy): 05.03.2025WHO WE ARESeeing a prominent market in South East Asia (SEAP), Jotun opened its first factory in Thailand in 1968. Rapid economic development in the region led to new companies and factories in countries such as Singapore, Malaysia, Indonesia, Vietnam, Philippines, Myanmar, Cambodia and Australia. Jotun SEAP has been awarded a Korn Ferry Engaged Performance Award for year 2019, in recognition of achieving a best-in-class level of xe2x80x9cEnablementxe2x80x9d. We are proud to have an incredibly diversified region with more than 2,000 employees that come from different nationality and background, working together in delivering profitable growth. Throughout our history, we have focused in providing our employees with meaningful and challenging work, rewarding them through continued learning and development, underpinned by our values of Loyalty, Care, Respect and Boldness.Jotun Malaysia and Singapore were established in 1983 and 1971, respectively. With the consolidation of Jotun Malaysia & Singapore in 2016, the organisation has consistently delivered strong growth and profitability to become today one of the main contributors to our business in the South East Asia and Pacific region. The company operates three factories in Shah Alam and Nilai and has a wide network of offices and warehouses across Malaysia and Singapore, providing efficient and timely response to our customers. Our aim is to develop employees through a culture of continuous feedback, learning and growth.Visit our to know more about life at Jotun.Jotunxe2x80x99s company culture welcomes and values differences in people. Our more than 10,200 employees on all continents represent 90 nationalities, four generations and diversity of professions, gender, abilities, ethnicities, beliefs, cultures etc. We are committed to represent the societies we operate in, promoting equality, equity and zero-tolerance for discrimination.If you are applying to a position and require any additional support in the interview process, please let us know how we can accommodate this.If you think that this role is what you could be doing next, apply now!

Jotun