Shanghai, CN

Location Details: 

Title:  Service Desk Agent

Kemira is a global company providing solutions, chemicals and expertise to water intensive industries around the world. We are committed to being our customers’ first choice by bringing sustainable value through improved product quality, better process and resource efficiency. We offer a result-oriented and collaborative culture that empowers you to drive excellence and innovation with a major impact on the future.
We are looking for a Service Desk Agent who provide the first point of contact for internal end-users in APAC region.

What you can expect from us
•    Increasing your abilities and skills in IT area
•    Employment in an international company 
•    Attractive benefit package
•    Great, multicultural, and positive working environment
•    To be part of a new dynamic team in an exciting growth market

What you will bring to the team:
Key accountabilities:
•    Record, analyze and categorize service calls        
•    Provide first line support to Kemira end-user with common issues, e.g.  password changes, workstation, application, network, and server problems
•    Perform initial support and investigate incidents according to impact, resolution, or error identification
•    When resolution can’t be done by first line, assign incidents and/or problems further either to technical operations or on-site personnel        
•    Ensure that incidents/problems are timely addressed         
•    Ensure that escalation procedures are followed         
•    Give feedback to end-user and update the end-user of resolution progress 
•    Document user acceptance and close related incidents and/or problems
•    Develop an end-user care philosophy that ensures end-user satisfaction
Job requirements:
•    1+ year experience in a Technology Environment
•    Good people person        
•    Experience with Service Desk toolsets    
•    Basic knowledge of ITIL Service Delivery processes (preferably with formal certification)        
•    Min. 1 year experience of Incident, Problem & Change Management processes    
•    Ability to Plan and organize own work        
•    Ability to work within a high pace environment     
•    Methodical approach with an attention to detail    
•    Good proficiency in English, optionally with the ability to communicate in one or more of the Kemira support languages        
•    Ability to support senior staff
•    Good knowledge of Microsoft Office 365 software
•    Understanding of Microsoft Active Directory, Microsoft Azure and Microsoft SharePoint        
•    Understand of mobile devices
•    Understanding of VoIP    
•    Understanding of VPN        
•    Understanding of client security software, including anti-malware and encryption    


Find the right mix of experiences and opportunities at Kemira!

Please apply with CV, cover letter and salary expectations no later than 30.9.2022 at kemira.com/careers or send CV directly to hr.apac@kemira.com

Kemira is an equal opportunity employer.

Kemira is a global leader in sustainable chemical solutions for water intensive industries. We provide best suited products and expertise to improve our customers’ product quality, process and resource efficiency. Our focus is on pulp & paper, oil & gas and water treatment. In 2021, Kemira had annual revenue of around EUR 2.7 billion and around 5,000 employees. Kemira shares are listed on the Nasdaq Helsinki Ltd.