IT Support Consultant for Service Desk support

Join us in this role where you’ll handle IT support via telephone and remote tools and support users through our chat portal and service management system. In this position, you’ll be part of the Global Service Desk team, but we also have colleagues Denmark and the US. The different teams have a virtual cooperation, as well as global team meetings. You’ll be part of a work rotation scheme and switch between phone support, chat, dispatch, and follow-up time regarding ongoing cases. Our support setup is based on the ‘first time right’ principle, which means that we aim to solve 75% of all inquiries upon first contact with Service Desk.

Welcome to Service Operations ASIA Pacific Competence Centre
You’ll be part of Service Desk where you, together with your colleagues, will provide first and second level technical support to users. Service Desk departments are an important part of the IT Service Operations department within IT, consisting of 40 employees, located in Malaysia, Denmark, and the US, working closely together with the different business units across the Globe. As a team, we have a good cooperation and an encouraging environment based on mutual trust. All our team members have a development plan with a strong support to grow further in the organisation.

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 while ensuring that calls not solved by the Service Desk are forwarded to the correct groups
• advising, supporting, and inspiring users in their daily use of our IT systems
• ensuring that calls are recorded, solutions communicated, and tasks closed
• supporting critical and important applications while performing proactive and around-the-clock monitoring to ensure minimum downtime while maintaining the SLA’s.

To succeed in the role, you:

• have a technical background in IT, e.g., as an IT supporter, Service Desk Analyst, Service Desk Agent, Data Technician, or similar documented experience from a similar position in a large global company
• have solid experience with Windows 10, MS AD, MFA, Azure, Office 365
• are a responsible team player with a customer and result-oriented mindset, proactive attitude, and enjoy working in a fast-paced, global environment
• have a good command of English and are communicating effectively in both spoken and written form
• preferably have prior knowledge in Citrix/VPN, ServiceNow, and ITIL processes.

Maybe you’ve read the above and can see you have some transferable skills, even though they don’t quite match all the points. If you think you can bring something to the team, 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 where you have 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 [email protected].

Please note that for your application to be taken into consideration, you must submit your application via our online career pages and answer the screening questions relevant for your country.

About the job
Application deadline:
30 June 2024

Location:
Kuala Lumpur, MY

Field of work:
IT and digital

Employment type:
Permanent

Work hours:
Full-time

Workplace:
Hybrid (office and home-working)

Imagine a future with Ørsted

About Ørsted
- We develop, construct, and operate offshore and onshore wind farms, solar energy farms, storage facilities, and bioenergy plants in Europe, Asia, and North America.

- Our vision is to create a world that runs entirely on green energy.

- We’ve been ranked as one of the world’s most sustainable energy companies for the past six years.

- We’re headquartered in Denmark.

- We have over 8,600 employees, working in 15 countries and growing.

An inclusive team
Ørsted wants all employees to have the same opportunities for impact and growth, regardless of age, nationality, disability, ethnicity, gender, sexual orientation or beliefs. We’re committed to secure an inclusive work environment characterised by a respect for all people so everyone feels free to openly share their input and ideas.