ICT Service Desk Analyst
Posted 2 Oct 2026
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 1–3 yrs
- Management level
- Individual contributor
- Employment
- Hybrid
- Contract
- Full-time
No salary listed for this role.
Field of studyInformation and Communications Technology (or related)
Study levelBachelor's
CertificationsITIL
Requisition ID 66785
Position Type FT Permanent
Workplace Arrangement #LI-Hybrid
About Kerry
Kerry 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.
About the role
As 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.
Work Location 1 Powerhouse - 5 mins walk from Bandar Utama MRT Station
Reporting to ICT Service Desk Team Lead
Working hours Rotating shifts - 7am to 4pm or 9am to 6pm
Key responsibilities
- Act as a single point of contact to all users of Kerry ICT systems through a variety of ICT support channels
- Logging of all incidents accurately, ensuring all relevant information is obtained and recorded on incident logging software
- Deliver outstanding customer service standards by answering calls promptly, remain courteous and professional at all times
- Provide incident diagnosis using the appropriate support tool required
- Assign calls to second line support teams where appropriate
- Ensuring that all cases owned by the Service Desk are resolved in accordance with the agreed Service Level Agreement (SLA)
- Ensure processes, procedures and resolutions are documented and updated regularly in the Service Desk knowledge base
- Provide high quality information on the incident tickets to support ITIL best practice in Service Operations and Continuous Service Improvement
Qualifications and skills
- Graduate in an ICT or other related discipline
- An ITIL qualification is preferable but not essential
Job Requirements
- Third level Qualification in IT or related discipline ideally to degree level