IT Helpdesk Specialist: Rapid, Client-Focused Support

Getronics Solution (M) Sdn Bhd; Kampung Malaysia Tambahan; On-site; MYR 36,000 - 60,000; Full time

Job summary

Getronics is seeking a proactive Helpdesk/Technical Support specialist to provide first line assistance for applications and systems. You will diagnose incidents, ensure timely resolution within SLA, and maintain high customer satisfaction across a high-volume contact channel.

As part of a global ICT services group, you will collaborate with IT teams to deliver effective service improvements while supporting end users in a fast-paced environment.

Qualifications

• Experience providing first line technical support or helpdesk services.
• Strong analytical and diagnostic skills for IT incidents.
• Excellent customer service orientation and communication.

Responsibilities

• Provide first line technical support to clients, diagnosing incidents and resolving issues.
• Escalate unresolved incidents to appropriate units as needed.
• Respond to high-volume interactions while maintaining customer satisfaction.
• Adhere to SLA guidelines and update incident status accordingly.
• Log, classify, and track all customer queries and resolutions.
• Coordinate with resolver groups to ensure timely problem resolution.

Job description

Getronics is seeking a proactive Helpdesk/Technical Support specialist to provide first line assistance for applications and systems. You will diagnose incidents, ensure timely resolution within SLA, and maintain high customer satisfaction across a high-volume contact channel.

As part of a global ICT services group, you will collaborate with IT teams to deliver effective service improvements while supporting end users in a fast-paced environment.