IT Support Consultant for Service Desk

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. 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 set-up is based on the ‘first time right’ principle, which means that we solve 75 percent of all inquiries on the first contact with us.

Welcome to Service Operations ASIA Pacific Competence Center
You’ll be part of Service Desk where you, together with your colleagues, will provide first and second level technical support to users. The 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 who work closely with the different global business units. Our teams cooperate virtually and have global competence and team meetings. As a team, we have an encouraging environment based on mutual trust. All of our team members have a development plan with a strong support to grow further in 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, while ensuring that calls which aren’t solved by the Service Desk are forwarded to the correct groups
• ensuring that calls are recorded, solutions communicated, and tasks closed
• supporting critical and important 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, and documented experience from a similar position 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.

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.

About the job
Application deadline: 30 November 2024
Location: Kuala Lumpur, MY
Field of work: IT and digital
Employment type: Permanent
Work hours: Full-time
Workplace: Hybrid (office and home-working)

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.