We are looking for a suitable candidate to provide IT support to all Jotun internal and external users for 24x7x365 by providing technical fixes granting accesses monitoring servers and advising on general enquiries to ensure day to day operations runs smoothly and fulfil users need to ensure user and rsquo s satisfaction This position will be based in Glenmarie Shah Alam and report to Global Service Desk Team Leader Job DescriptionProvide first line support to all users of the Company and rsquo s computer systems managing all IT related issues and queries efficiently and effectively from end users via email chat or over the phone by taking detailed notes of the issues reported by users determine steps that can be taken to resolve the issue and able to treat the requests differently such as incidents service requests and access requests to provide immediate fix and allow users to continue work Provide immediate solution for technical issues by providing remote access to user and rsquo s computer guide users through step by step to resolve the issue on their own to quickly devise a solution to the problem without involving the 2nd line support Escalate user support requests to second level support if unable to resolve the issue on their own by documenting the steps taken and provide summary of the issue as it will reduce the time used by second level support to read and understand the issue and provide solution by taking the necessary action without delays Use GSD documentation effectively as a reference tool by checking the relevant documentation on frequent basis to avoid providing incorrect information to users Adhere to the shift as per scheduled by checking the schedule in advance according to house rule to ensure resource availability to support operations Adhere to the pre-defined GSD KPI measurement criteria by following the guidelines and understanding the KPI elements to provide excellent service support QualificationsPossess Bachelor Degree with 1-3 years of direct working experience in service desk Experience in IT Support is preferable Proficient in in using MS Office is essential Fluent oral and written in English is essential
Type : Company job
Role : Junior Executive
Industry : Manufacturing/Production
Salary : Not Disclosed
Jotun is one of the world's leading manufacturers of decorative paints, marine, protective and powder coatings. The Group has63 companies and 37 production facilities on all continents, and more than 9 800 employees. Jotun is represented in more than 100 countries through own subsidiaries, joint ventures, agents, branch offices and distributors. The Jotun Group is organised into four segments and seven geographical regions, andhas its head office in Sandefjord, Norway.