IT Service Desk Analyst

Getronics; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Jora Malaysia is seeking a first line technical support professional to provide quick diagnosis and resolution for client issues across applications and systems. You will handle a high volume of calls, maintain quality, and ensure client satisfaction.

The role requires strong technical knowledge, willingness to work a 24/7 rotating shift, and Mandarin proficiency to assist Mandarin-speaking customers.

Qualifications

• Bachelor's Degree, Post Graduate Diploma, Professional Degree in Computer Science/Information Technology or equivalent.
• Willing to work on 24/7 rotating shift.
• Proficiency in Mandarin to serve Mandarin-speaking customers.

Responsibilities

• Provide first line technical support to clients, analyzing and resolving issues.
• Respond to a high volume of calls within time guidelines and ensure client satisfaction.
• Escalate unresolved inquiries as per guidelines and liaise internally to resolve problems.

Skills

Mandarin proficiency

Education

Bachelor's Degree, Post Graduate Diploma, Professional Degree in CS/IT or equivalent

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Job Purpose:

Provide first line technical support to clients, requiring an aptitude for working with applications/ systems to undertake analysis, diagnosis and resolution of client problems, which may range from very straightforward problems through to more complicated issues. Jobholders are required to respond to a large volume of calls and within a short talk time while also providing a high degree of client satisfaction.

Accountabilities for L1 :

Answers calls within stated time guidelines.

Analyses and interprets client inquiries to ascertain and solve issue.

Provides accurate and creative solutions to client problems meeting all pre defined quality measurements.

Escalates calls within stated guidelines.

Provides information, advice or instruction in response to client inquiries.

Provides a high degree of client satisfaction in all work undertaken.

Receives and records client inquiries and processes paperwork/systems relevant to client queries.

Liaises internally to enable client queries to be answered and problems solved.

Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.

Added advantage: Microsoft Windows 10 certified, OS certified, Microsoft Office certified, ITIL

Willing to work on 24/7 ROTATING SHIFT

Good technical Knowledge is a must.

We are seeking candidates proficient in Mandarin to better serve our Mandarin-speaking customers