IT and digital

IT Support Consultant for Service Desk support

Imagine a future where you handle support tasks in our Service Desk team for our global IT users and participate in the ongoing development of our services

Join us in this role where you’ll handle IT support via telephone and remote tools and support users through our chat portal and service management system. In this position, you’ll be part of the Global Service Desk team, but we also have colleagues Denmark and the US. The different teams have a virtual cooperation, as well as global team meetings. You’ll be part of a work rotation scheme and switch between phone support, chat, dispatch, and follow-up time regarding ongoing cases. Our support setup is based on the ‘first time right’ principle, which means that we aim to solve 75% of all inquiries upon first contact with Service Desk.

Welcome to Service Operations ASIA Pacific Competence Centre
You’ll be part of Service Desk where you, together with your colleagues, will provide first and second level technical support to users. Service Desk departments are an important part of the IT Service Operations department within IT, consisting of 40 employees, located in Malaysia, Denmark, and the US, working closely together with the different business units across the Globe. As a team, we have a good cooperation and an encouraging environment based on mutual trust. All our team members have a development plan with a strong support to grow further in the organisation.

You’ll play an important role in:

  • dispatching tickets and providing phone and chat support for IT Infrastructure and applications in English
  • solving first and second level incidents and service requests while ensuring that calls not solved by the Service Desk are forwarded to the correct groups
  • advising, supporting, and inspiring users in their daily use of our IT systems
  • ensuring that calls are recorded, solutions communicated, and tasks closed
  • supporting critical and important applications while performing proactive and around-the-clock monitoring to ensure minimum downtime while maintaining the SLA’s.

To succeed in the role, you:

  • have a technical background in IT, e.g., as an IT supporter, Service Desk Analyst, Service Desk Agent, Data Technician, or similar documented experience from a similar position in a large global company
  • have solid experience with Windows 10, MS AD, MFA, Azure, Office 365
  • are a responsible team player with a customer and result-oriented mindset, proactive attitude, and enjoy working in a fast-paced, global environment
  • have a good command of English and are communicating effectively in both spoken and written form
  • preferably have prior knowledge in Citrix/VPN, ServiceNow, and ITIL processes.

Maybe you’ve read the above and can see you have some transferable skills, even though they don’t quite match all the points. If you think you can bring something to the team, we still encourage you to apply.

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Shape the future with us
Send your application to us as soon as possible. We’ll be conducting interviews on a continuous basis and reserve the right to take down the advert when we’ve found the right candidate.

As an applicant or employee, you may request reasonable work and position accommodation or adjustments via

Please note that for your application to be taken into consideration, you must submit your application via our online career pages and answer the screening questions relevant for your country.