{"id":1797524,"url":"https://alion.io/job/kerry-group-ict-service-desk-analyst","title":"ICT Service Desk Analyst","company":{"id":1813694,"name":"Kerry Group","domain":"kerry.com","url":"https://alion.io/company/kerry-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":98,"open_postings":31,"ghost_share":0,"stale_share":0,"repost_share":0.129,"time_to_fill_p50_days":26,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-02T00:00:00Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-11-04T06:02:45Z","board_verified":true,"closed_at":null,"days_open":34,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":34},"description":"Requisition ID: 66785\nPosition Type: FT Permanent\nWorkplace Arrangement: #LI-Hybrid\nAbout Kerry\nKerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly global environment.\nAbout the role\nAs a Service Desk Analyst, you'll play a key role in delivering a seamless IT experience for colleagues around the world. From troubleshooting technical issues to providing timely resolutions and support, you'll combine your technical expertise and customer-focused mindset to keep our people connected and our business running smoothly.\nWork Location : 1 Powerhouse - 5 mins walk from Bandar Utama MRT Station\nReporting to : ICT Service Desk Team Lead\nWorking hours : Rotating shifts - 7am to 4pm or 9am to 6pm\nKey responsibilities\nAct as a single point of contact to all users of Kerry ICT systems through a variety of ICT support channels\nLogging of all incidents accurately, ensuring all relevant information is obtained and recorded on incident logging software\nDeliver outstanding customer service standards by answering calls promptly, remain courteous and professional at all times\nProvide incident diagnosis using the appropriate support tool required\nAssign calls to second line support teams where appropriate\nEnsuring that all cases owned by the Service Desk are resolved in accordance with the agreed Service Level Agreement (SLA)\nEnsure processes, procedures and resolutions are documented and updated regularly in the Service Desk knowledge base\nProvide high quality information on the incident tickets to support ITIL best practice in Service Operations and Continuous Service Improvement\nQualifications and skills\nGraduate in an ICT or other related discipline\nAn ITIL qualification is preferable but not essential\nJob Requirements\nThird level Qualification in IT or related discipline ideally to degree level\n1 to 3 years experience of working in a Service Desk or support environment\nGood understanding of Desktop Operating Systems (Win 7 and Win 10)Good understanding of MS Office Products\nCitrix & Microsoft Active Directory administration skills\nAbility to support and communicate with users on all levels\nGood Interpersonal skills\nGood Analytical approach to problem solving\nSelf starter who uses own initiative\nSAP knowledge would be an advantage\nBeware of scams online or from individuals claiming to represent us. A Kerry employee will not solicit candidates through a non-Kerry email address or phone number. In addition, Kerry does not currently utilise video chat rooms (e.g., Google Hangouts) to conduct interviews. Refuse any request that asks you to provide payment to participate in the hiring process (e.g., purchasing a “starter kit,” investing in training, or something similar). Kerry will not ask you to pay any money at any point in the hiring process with the exception of reimbursable travel expenses. In addition, any payments made by Kerry will be from official firm accounts bearing the Kerry name.\nRecruiter: #LI-CST1\nPosting Type: LI","description_format":"text","description_chars":3412,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Human Resources"],"lifecycle":[{"event":"open","at":"2026-10-03T18:18:39Z"}],"visa":[],"liveness":{"score":30,"band":"fade","label":"Fading","p_open":1,"p_active":0.674,"p_room":0.44,"age_days":34,"expected_fill_days":26,"reasons":["conf:23","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/kerry-group-ict-service-desk-analyst","json_url":"https://alion.io/job/kerry-group-ict-service-desk-analyst.json","meta":{"generated_at":"2026-11-05T07:59:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10158,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1813694},"rest":"https://alion.io/mcp/rest/get_company?id=1813694"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkerry-group-ict-service-desk-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkerry-group-ict-service-desk-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkerry-group-ict-service-desk-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kerry-group-ict-service-desk-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkerry-group-ict-service-desk-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1797524}},{"tool":"search_jobs","arguments":{"company":"kerry.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1797524},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}