Job Description

Manages incident and work with respective subject matter expert team to identify, document, publish and reduce both incidents and problems impacting the business and user community. Job Title : IT Service Desk Representative Based in Penang Salary - RM 4k to 7500 Malaysian only Able to work in shift rotating Must experience in multinational manufacturing company before. 5 vacancies : IT Service Desk Representative, Senior (Shift Rotating) - Multiple Hiring @ Bayan Lepas, Penang The Senior IT Service Desk representative is responsible for providing IT support via call center setting to all employees globally. The Service Desk acts as the single point of contact for the organization to seek support or services from the IT organization. The Global Service Desk team delivers solutions with quality, professionalism, and excellent customer experiences to both technical and non-technical staff. Role Key Responsibilities : Work as part of the Service Desk team to deliver IT services support to staff. Manages incident and work with respective subject matter expert team to identify, document, publish and reduce both incidents and problems impacting the business and user community. Monitor incidents and problems for continuous service improvement opportunities. Evaluates performance results and recommend changes to reduce the types of incidents and problems impacting the daily operations of the business environment. Maintain the Knowledge Base, ensuring all root causes, lessons learned, and workarounds are documented, and knowledge articles are available for use across the company. Develop and maintain documentation and training materials around ITSM policies, processes and standards within the knowledgebase and other collaboration portals. Collaborate with IT Learning Team to identify and develop training materials that support self-service. Provide After Action Reports and or lessons learned, following major outages and /or service disruptions after global project implementation. Ensure service desk tickets are properly documented and Knowledge Base are written to document solutions and processes Key Competencies & Attributes: Strong customer service focus and ability to interact with personnel at all levels in the organization via multichannel (Chat, Email, Phone, Tickets) Excellent written and verbal communication skills in both formal and informal formats. Ability, with support from the direct manager to coach and train staff to have a high level of expertise in their work. Ability and willingness to actively voice and share opinions and recommend improvements. A fix the process, fix the problem, continuous process improvement approach to work Ability to handle multiple tasks simultaneously inclusive of routine support work, special assignments and lead projects as assigned Confidence in dealing with ambiguity, bringing different perspectives to light, and rallying others to aligned goals and objectives. Demonstrated ability to work in a matrixed and highly collaborative environment to influence change and core processes. Passion in ensuring all documentation stays relevant and understand the importance of good documentation Ensure ITIL best practices are applied to every aspect of the work and encourage all team members to fully embrace it Preferred Skills /Experience: ITIL v3 foundation certification or higher. Minimum 4+ years of Service Desk Engineer experience required preferably in a multinational environment and in a Semiconductor and/or Manufacturing industry Minimum 3 years as Senior IT Service Desk Engineer or other supervisory experience required preferably within a multinational environment and Semiconductor or manufacturing industry Willingness to work at different work shifts (inclusive of weekends and public holidays) as and when the need arises either on a temporary or permanent basis.