The Koch Business Solutions Service Desk based in Singapore is an Incident Response Center dedicated to providing IT and HR solutions to Koch employees worldwide.
Our Team
Our vision is to be a trusted partner that provides a single point of contact through consistent processes to identify and address consumer issues from end to end.
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What You Will Do
Assist consumers via Calls & Chats on applying first level resolution to reported IT issues and responses to pose HR inquiry. As needed, facilitate learning, and change management processes by guiding our consumers through introduction to new tools or technologies.- Case documentation for every interaction and diligently maintaining pertinent information on our Incident Management tool.
- Collaborating with Local and Global resolver teams to ensure timely resolution is provided to all consumer queries. As required, follow up/escalate to a higher level of support.
- Adhere to KCS methodology to create and update knowledge articles whenever there are changes.
- Identifying opportunities to innovate and optimize existing processes to further enhance our consumers' experience.
Who You Are (Basic Qualifications)
- Passionate in providing solutions to our consumers.
- Good proficiency in English language at both oral & written level, as well as Mandarin language at oral level is required. Able to speak Japanese or Korean is a plus.
- Apply critical thinking and good judgement when dealing with ambiguity.
- Expectation to work on public holidays that fall on weekdays (Monday to Friday).
- Having prior experience in interacting and collaborating with people from other nationalities would be considered favorably.
What Will Put You Ahead
- Experience with an HCM platform (Infor, SAP, etc.) and Incident Management tool (ServiceNow, etc.) is a plus.
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Who We Are
As a Koch company, Koch Global Services (KGS) creates solutions spanning technology, human resources, finance, project management and anything else our businesses need. With locations in India, Mexico, Poland and the United States, our employees have the opportunity to make a global impact.
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