Service Desk Expert

MacGregor – Designed to perform with the sea

We are looking for exceptional individuals to join our team and seize this unique opportunity to build a highly capable company for its new era. We value innovators, those who relentlessly drive continuous improvement, and people who thrive in collaborative environments to achieve outstanding outcomes.

Imagine being part of shaping the new MacGregor and our Information Management (IM) function. It's not just a job; it's a once-in-a-lifetime transformation journey, and we're inviting you to come along for the ride. Let’s rule the seas together! – Thomas Bayard – Vice President, IM

Service Desk Expert

We seek a highly motivated, hands-on experienced Service Desk Expert to join our dynamic internal IT Service Desk team. You will play a crucial part in providing exceptional technical IT support to our ~2000 employees globally and will be one of the go-to persons for resolving complex technical issues, escalating problems as needed, and contributing to improving our service desk operations. 

Areas of responsibility are to provide advanced technical support to end-users via phone, email, and chat, resolving complex issues related to hardware, software, network connectivity, and other IT services. In this role, you will also own, troubleshoot, diagnose, and resolve technical problems, identify root causes, and implement effective solutions. The role requires a detailed knowledge of Windows and macOS operating systems, Google Workspace, Microsoft Office Suite, Active Directory, Entra ID, and common business applications. A good understanding of networking concepts, including TCP/IP, DNS, and DHCP.

You will work in a larger global support ecosystem that includes Onsite IT, Regional IT, Technical specialists, Application owners, and 3rd party suppliers. This position is located in our offices in Shanghai.

Other responsibilities

• Escalate unresolved issues to appropriate IT teams or vendors, following established procedures
• Proactively monitor system performance and identify potential issues before they impact end-users. e.g. Network, End-user devices
• Create and maintain comprehensive documentation, including knowledge base articles,troubleshooting guides, and user manuals
• Contribute to the development and implementation of service desk processes and procedures, aiming for continuous improvement
• Assist with IT projects and initiatives as needed, such as software deployments and hardware upgrades

Skills and Experience

Having the attitude of ‘I am here to help you’ and being a ‘hands-on’ person. With experience in IT and IT architecture, you contribute as a valuable team player. Strong communication and interpersonal skills are essential. You possess excellent problem-solving and analytical skills, and know how to explain technical information clearly to non-technical users. As we are a dynamic organisation, we expect you to adapt and respond to change rapidly. 

Skills and experience that would help you succeed in your duties:

• Minimum 3 years of proven experience as a Service Desk expert or in a similar IT support role
• Detailed knowledge of Windows and macOS operating systems, Google Workspace, Microsoft Office Suite, Active Directory, Entra ID, and common business applications
• Understanding of networking concepts, including TCP/IP, DNS, and DHCP
• Experience with IT service management tools (e.g. ServiceNow,) and remote support technologies
• Relevant IT certifications (e.g., ITILV3/4, CompTIA A+) are a plus
• Fluent in spoken and written English

Why MacGregor?

We offer you the unique opportunity to jump into a transformation journey, where you can leave your footprint.

MacGregor is shaping the offshore and marine industries with leading cargo and load handling solutions and services. Working together with shipowners, operators and builders, we innovate, design and develop solutions that last for a lifetime.

We are a global company that operates in more than 30 countries with 2000 employees and more than 700 MEUR revenue. Our products and solutions can be found onboard more than every second vessel in the global merchant fleet.

Values guide our work

• Integrity steers all our thinking, behaviour and the relationships with our customers and other stakeholders
• Quality is valued in our processes, products and services and helps to improve our customers’ performance and our own competences
• Safety is essential in everything we do

We offer our employee benefits such as annual leave, supplementary medical insurance, Children's welfare, phone subsidy, Holiday benefits, annual physical examination and so on.

Additional Information

If you are ready to step into an exciting new role where you can make a significant impact and contribute to the success of MacGregor, apply today! 
 

Kindly note that we will only review CVs and applications submitted in English. 
 

For further information or questions about the role please contact Sigmund Røiland, Director, IT Service Management and Technology, at Sigmund.Roiland@macgregor.com.