Join us in this role where you'll handle IT support by phone and remote tools and support global users through our chat portal and service management system. In this position you'll be part of the Global Service Desk team, which collaborates virtually with colleagues in Denmark and the US. You'll participate in a work rotation scheme, switching between phone support, chat, dispatch, and follow-up time regarding ongoing cases. Our support set-up is based on the 'first time right' principle, meaning we solve 75 percent of all inquiries on the first contact.
Welcome to Service Operations ASIA Pacific Competence Center
You'll be part of the Service Desk, providing first and second level technical support to users. The Service Desk is a crucial part of the IT Service Operations department, consisting of 40 employees located in Malaysia, Denmark, and the US, who work closely with various global business units. Our team fosters an encouraging environment based on mutual trust, and all members have a development plan with strong support for growth within the organization.
You'll play an important role in:
Dispatching tickets and providing phone and chat support for IT infrastructure and applications in English.
Solving first and second level incidents and service requests, ensuring calls not resolved by the Service Desk are forwarded to the correct groups.
Recording calls, communicating solutions, and closing tasks.
Supporting critical applications, performing proactive and 24/7 monitoring to ensure minimum downtime while maintaining our service level agreements.
To succeed in the role, you:
Have a technical background in IT, e.g., as an IT supporter, service desk analyst, service desk agent, or similar, with documented experience in a large, global company.
Have solid experience with Windows 10, MS AD, MFA, Azure, and Office 365.
Are a responsible team player with a customer and result-oriented mindset, a can-do attitude, and enjoy working in a fast-paced, global environment.
Have an advantage if you have prior experience in Citrix/VPN, ServiceNow, and ITIL processes.
May be proficient in Mandarin Chinese, which is an advantage but not essential – we encourage all qualified candidates to apply.
If you think you have transferable skills, even if they don't match all the points, we still encourage you to apply.
Join a global leader in renewable energy
Ørsted is a growing green energy major and global leader in climate action. With us, you'll play a part in driving change towards a green energy future. You'll grow your talent in a fast-paced and high-growth industry with plenty of opportunities to learn and develop through challenging assignments and industry-leading experts. Here, you can perform in a friendly work environment based on trust, respect, and collaboration.
Shape the future with us
Send your application to us as soon as possible. We'll be conducting interviews on a continuous basis and reserve the right to take down the advert when we've found the right candidate.
As an applicant or employee, you may request reasonable work and position accommodation or adjustments via ******.
Please note that for your application to be considered, you must submit it via our online career pages and answer the screening questions relevant for your country. We do not accept applications or inquiries from external recruiters or agencies for this position.#J-18808-Ljbffr