IT Service Desk Agent (L1) - Australia and Global Support

We are on an exciting journey building a digital environment for the Knauf Group that is as groundbreaking as our products for the construction industry. If you are looking for a global impact that is shaped by values such as entrepreneurship, commitment, partnership and Menschlichkeit, the position of IT Service Desk Agent (L1) - Australia and Global Support could be the ideal challenge for you.

What you'll do

• Collaboration with IT Stakeholders in service domains: incident management, service request management and knowledge management.

• Conducting sanity checks on automatic translations of knowledge articles to ensure accuracy and coherence.

• Supporting Knowledge Management and Service Request Management activities that require proficiency in the English language.

• Investigate, resolve and / or escalate all tickets reported to the Service Desk.

• Achieving a high 1st level resolution rate w/ adequate documentation.

• Initializing assessment of the incident /service request.

• Escalating to 2nd level or dispatch on-site support when physical intervention required.

• Adhering to procedures, segregation of duties and service levels.

• Contributing to knowledge management.

• Performing other activities provided by your Team Coordinator/ Lead.

Who you are

• Proficiency in written and spoken English.

• Able to work during Australia hours starting at 4.00 am MY Time to support Australia users primarily as well as supporting other countries as part of Global Service Desk team.

• 1+ years' experience in Infrastructure support service desk or relevant user desktop support.

• Familiarity with an ITSM Ticketing Tool, preferably Service Now.

• Basic troubleshooting knowledge of applications such as Outlook, MS Office, and SCCM.

• Familiarity with desktop operating systems, including Windows 7 and Windows 10.

• Basic experience in hardware issues troubleshooting and providing drivers support.

• An understanding of ITIL Service Management practices is beneficial.

WE.YOU.TOGETHER.

We all shape our lives in our own way. As an employer, we are an important part that indirectly supports this with a wide range of offers, as well as providing security and reliability for all employees. This includes, among other things:

• Permanent employment in a stable, successful family-owned business.

• An open, dynamic corporate culture with flat hierarchies.

• Work with creative freedom.

• Attractive remuneration.

• A wide time window for flexible working, including weekly home office days.

• Personal career and career development.

• Inspiring work environment that fosters creativity and productivity.

If you are looking for a variety of challenging tasks with global reach and family atmosphere, then you are most welcome at Knauf IT!