Business Analyst - Helpdesk & Application Support


Port Klang, 10, MY, 42000

At Barry Callebaut, we are on a journey to transform the cocoa and chocolate industry. As the world’s leading manufacturer of high-quality chocolate and cocoa products, our actions truly shape the future of our industry. We are a business-to-business company, serving the entire food sector, from the cocoa bean to the finest chocolate product. We are a company with a purpose, we believe in doing well by doing good and reinvesting in the communities we operate. We have a long-standing commitment to sustainability and our goal is to shape a sustainable cocoa and chocolate future. We are headquartered in Zurich, and have more than 11,000 passionate Employees working in more than 35 countries worldwide. We are very proud of who we are and what we do. And of course, we are always looking for talented people to help us have a positive impact on our industry and beyond!

About the role

The Helpdesk Agent identifies, investigates, resolves, and follows-up on problems brought to the helpdesk by users of personal computers, servers, or mainframe applications. Acts as the first line of support for various SAP modules


The function is part of the Corporate Information Management team, with the following key objectives:

  • Deliver first line support to the business users for problems and questions regarding IM-IT systems and IM-IT applications
  • Manage onboarding and offboarding requests for new joiners in the company and people leaving, respectively
  • Deliver high-quality and efficient overall support: manage the reported issues in order to make sure a correct solution is in time delivered to the user
  • Create and analyze reports on all reported service tickets.
  • Recommend optimizations for problems regularly received and define the best possible solution


Key responsibilities include

  • Helpdesk Support: You deliver first-line support to business users. This means that any applications the user has issues with, whether SAP or non-SAP, will be logged in the support portal and you will act as the first point of contact
  • Application Support: You support the running business and independently manage smaller change requests for various SAP modules and other applications
  • Internal Stakeholders:
  • Business Users: Provide first level support for any issues being faced by users across the region, and other sites, with IM-IT applications
  • Members of the IM/IT APAC team: Get input for SAP module-specific issues, or second level support feedback
  • Global support team in Łódź, Poland: Attend review meetings, monitor SLAs and manage the workload of tickets
  • Template guardians: Get feedback for process-specific questions from various solution and template guardians based in Zurich and Belgium


About you

  • You achieved a university degree in information technology, computer science or communication management or similar
  • 1-3 years of experience in a helpdesk or consulting environment
  • You have a wide interest and good knowledge in SAP modules (SD, MM, FI, PP/PPPI, WM, and QM)
  • Good knowledge of MS office and interest in IT systems and applications
  • Excellent communicator and team player, with a specific focus on customer management and a genuine desire to solve problems and improve the overall customer experience

If you want to learn more about Barry Callebaut, please find further information here.

Job Segment: Business Analyst, Finance