Job Description

About our group:
Our group is part of the End User Services that is part of the Information (IT) organization. The End User Services collaborates with global business and IT teams to ensure all employees able to perform their work and keep our business running smoothly.
About the role - you will:

• Be responsible to play the role at the frontline, single point of contact for Seagate employees over all issues through the phone, email and chat
• Escalate issues appropriately using hierarchical and functional escalation guidelines
• Maintain ownership on incidents and ensure that they are resolved within the SLA time frame and with high customer satisfaction
• Prepare reporting and statistical analysis on mined from the ticket logging and tracking system
• Perform and provide information analysis leading to business decision or recommendation
• Work with multiple groups to ensure end-to-end support for all internal employee's issues
• Create, build and maintain Knowledge Base Articles and Processes to enhance high quality knowledge sharing

About you:

• Tertiary qualified expertise in Computer Science/Information or equivalent
• Good in English communication (written oral) skill
• Self-initiative and willing to learn
• Willing to work on shift rotation

Your experience includes:

• Hands-on execution on ticket logging system
• Prior IT Desktop Support or Service Desk Analyst role with 1st level support
• Certification in ITIL will be an added advantage.

Location:
Our Penang office is located in Suntech at Cybercity. Easily accessible from two bus stops, many employees take mass-transportation to work. Ample free on-site parking is also available. Enjoy our on-site gym, test your ping-pong skills, or take on your colleagues in a badminton match after work. You can grab breakfast, lunch and coffee at our on-site cafe. Prefer to eat off-site? The public food court across the street offers many delicious options.
Location: Penang Malaysia Suntech
Travel: None
About Us
With more than four decades of storage innovation, Seagate empowers humanity to thrive in the data age and helps people and businesses navigate the ever-expanding data landscape.
We craft precision-engineered, cutting-edge solutions that help the world store and manage exponential data growth.
Seagate is powered by our talented and passionate workforce of 29,000 employees across the globe who embody our core values: integrity, innovation, and inclusion. Striving towards excellence every single day, we show up with these values for our customers, business partners, shareholders, and communities alike.
Join us and get inspired to make a difference in the datasphere!
Seagate is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, physical or mental disability, genetic information, marital status, sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, sexual orientation, religion, military and veteran status, or other status protected by applicable law. We will consider for employment qualified applicants with arrest and conviction records.
Seagate will provide reasonable accommodation with the application process upon request as required to comply with applicable laws. If you need assistance or accommodation due to a disability, you may contact us at accommodations@seagate.com.
All Seagate jobs will remain open for a minimum of seven days.
For information on how Seagate collects and uses your personal information during the application process, please review the .