IT Service Desk Agent (Australia Shift)

Knauf stands for opportunity. This exciting role offers you the ideal opportunity to begin and further develop an impressive career within a values-driven culture.

As a global building materials manufacturer with 43,500 employees in 90 countries, we offer diverse opportunities to ambitious talent. We value every contribution and are committed to creating a safe and inclusive work environment with the aim of developing sustainable solutions for a better future.

Knauf Information Services GmbH is proud to be a part of the Knauf Group. With a long-standing tradition, and a growing international presence, we are seeking dedicated individuals to help us achieve our long-term vision.

Can you say yes

• Is respectful and appreciative interaction within the team a given for you
• Do you always put the customer at the center of your actions
• Do you consider the future and upcoming generations in your actions
• Do you strive for personal and professional growth

What you'll do

• Investigate, resolve and / or escalate all tickets reported to the Service Desk
• Act as ticket owner and lead communication with requester for incident life cycle
• Achieve a high 1st level resolution rate w/ adequate documentation
• Initial assessment of the incident /service request
• Resolve in case possible and in line with internal procedures and personal authorization level
• Escalate to 2nd level / dispatch local on-site support in case physical intervention require
• Comply w/ procedures, segregation of duties and service levels
• Contribute to knowledge management
• Answering phone calls/ServiceNow Chat from internal End-users
• Major Incident Management process knowledge
• Working hours to be followed Australia Operation hours (4:00 am – 12:30 pm MY Time)

Who you are

• Bachelor's Degree or Diploma in IT (Computer Science/Information Technology) or equivalent
• Minimum 3 years of professional experience with working within IT Service Desk environment
• Basic ITIL methodology knowledge will be an asset
• Technical skills:

· Knowledge of Windows 11 environment/ Active Directory

· Microsoft Office tools support

· Drivers and software installation support (SCCM)/Intune

· Knowledge of Remote Access tools will be an asset

· Cloud computing /application experience

· Basic networking skills

· Knowledge of SAP Modules (especially SD, MM, PP, FI) - will be an advantage

• Other skills:

· Fluent English in speaking and writing

· Good communication / interpersonal skills

· Time/task management, attention to detail and willing to learn new technology

· Ability to learn and solve problems quickly

· Ability to read & analyze business processes, procedures, training material

· Manufacturing environment knowledge - will be an advantage

Knauf as an employer

Knauf is an international market leader in the building materials industry. About 43,500 employees at over 320 locations worldwide generate a turnover of over 15,6 billion euros. The foundation of our success as family business are our corporate values of humanity, partnership, commitment and entrepreneurial spirit. Knauf IT, headquartered in Kitzingen, Germany, is an important driver of the global growth and digital transformation of the Knauf Group. 500 experts are supporting colleagues and customers with modern IT solutions and services.

The Knauf Group is a proud equal opportunities employer. We are committed to a diverse and inclusive working environment and therefore base all our employment selection decisions, within all aspects of our business, on experience, skill, and integrity. We strongly encourage applicants from all walks of life to apply for our positions, irrespective of age, sex, gender identity, disability, sexual orientation, origin, religion, etc.