WHAT IF your support kept work running smoothly?
From Kuala Lumpur, you will be part of our global IT organization and help colleagues worldwide stay productive through reliable, efficient and user-focused support. The IT Service Desk is the central point of contact between users and the IT organization and ensures professional, efficient and user-oriented handling of IT incidents, service requests and general IT support enquiries.
We are looking for an IT Service Desk Specialist who will work as an integrated member of our central IT Service Desk team based at our Headquarters in Amstetten, Austria.
The position will be physically located at our Doka office in Kuala Lumpur but will primarily support the global Service Desk organization and its central processes and activities. While occasional support for local or regional IT activities may be required, the primary focus of this role is the global Service Desk organization.
Job Description
- Support the central IT Service Desk in the processing of incidents, service requests and standardized IT activities for users across the global organization.
- Record, classify, prioritize and process IT tickets based on the IT Service Catalogue and defined ITSM processes.
- Independently resolve tickets within the defined scope or ensure complete and qualified documentation for handover to the appropriate Service Line or specialist team.
- Perform Service Desk back-office activities that can be handled independently of direct end-user interaction.
- Process standardized requests and workflows through the ticketing system, including Joiner, Mover and Leaver processes, access-related requests and other defined Service Desk activities.
- Support the central Service Desk in restoring normal service operation as quickly as possible and minimizing the business impact of IT incidents.
- Support the coordination, documentation and communication of Major Incidents according to defined processes.
- Create, maintain and actively use knowledge articles, solutions, procedures and workarounds to improve resolution quality and enable knowledge sharing across the global IT organization.
- Work closely with the Service Desk team at Headquarters in Amstetten as well as with other global IT Service Lines and regional IT teams.
- Contribute to continuous improvement and standardization of Service Desk processes, documentation and operational procedures.
- First professional experience in an IT Service Desk, IT support or technical support environment is preferred.
- Good understanding of common end-user technologies, Windows environments and Microsoft 365.
- Experience with ticketing systems and basic knowledge of IT Service Management / ITIL processes is an advantage.
- Structured and systematic approach to troubleshooting and the ability to work effectively with documented procedures, workflows and knowledge articles.
- Ability to work independently while being part of an international and geographically distributed team.
- Strong customer and service orientation with a friendly and professional communication style.
- Good English skills, both written and spoken, are required for daily collaboration within an international IT organization.
- Willingness to work in close alignment with the working hours and operational requirements of the global Service Desk organization.
- Willingness to travel internationally, particularly to our Headquarters in Amstetten, Austria, for initial onboarding as well as occasional training, workshops and team meetings.
Organizational Setup
Work location: Doka Malaysia, Kuala Lumpur
Functional assignment: Central IT Service Desk / Corporate IT
Main collaboration: IT Service Desk Headquarters, Amstetten, Austria
Classification: Restricted
Scope: Global Service Desk services and central IT processes
Local / Regional IT Support: May be provided occasionally when required, but is not the primary responsibility of this position