IT Service Desk Analyst

Getronics Solutions (Malaysia) Sdn. Bhd.; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

Getronics Solutions (Malaysia) Sdn. Bhd. is seeking an IT Service Desk Analyst (L1) in Kuala Lumpur to provide first-line support for clients, diagnosing issues and guiding users through resolutions while handling a high volume of calls.

The role requires strong technical knowledge, willingness to work 24/7 rotating shifts, and fluency in Mandarin to assist Mandarin-speaking customers. A Bachelor's degree in IT or related field is required, with ITIL and Windows certifications considered a plus.

Qualifications

• Bachelor's degree in IT or related field required.
• Added advantage: ITIL, Windows OS & Office certifications.
• Willing to work on a 24/7 rotating shift.

Responsibilities

• Answers calls within set time guidelines and provides accurate solutions.
• Analyzes inquiries to ascertain and solve issues, escalates when needed.
• Documents inquiries and liaises internally to resolve client queries.
• Maintains high client satisfaction and provides clear information or instruction.
• Records and processes paperwork related to client queries.

Skills

Mandarin Proficiency

Education

Bachelor's Degree in IT or related field

Job description

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

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as an Information Technology Service Desk Analyst?
• Which of the following types of qualifications do you have?
• Do you have customer service experience?
• What's the highest level of ITIL qualification you have completed?
• How many years' experience do you have as a Level 1 Service Desk Analyst?

Information Technology Services 51-100 employees

Getronics is an ICT Services company with an extensive history over the past 125 years. As an expert in workspace management services, connectivity, data centres, and consultancy, Getronics is well positioned to offer best of breed ICT services to many of the FTSE 500 businesses and Public Sector organisations in the world today. To do this, Getronics has a complete portfolio of integrated ICT services for the large enterprise market and works according to a Global Service Delivery Model ensuring that services are provided consistently throughout the world, together with the Getronics Workspace Alliance.

With 2,800 employees in Belgium, Luxembourg, the United Kingdom, Ireland, Switzerland, Germany, Hungary, Malaysia, Singapore, India, and South Korea, Getronics reported full-year revenues in excess of €450 million in 2011. Since 1st of May 2012, Getronics has been part of AURELIUS AG Group, an industrial holding company headquartered in Munich, Germany.

For further information about Getronics, visit www.getronics.com

Getronics is an ICT Services company with an extensive history over the past 125 years. As an expert in workspace management services, connectivity, data centres, and consultancy, Getronics is well positioned to offer best of breed ICT services to many of the FTSE 500 businesses and Public Sector organisations in the world today. To do this, Getronics has a complete portfolio of integrated ICT services for the large enterprise market and works according to a Global Service Delivery Model ensuring that services are provided consistently throughout the world, together with the Getronics Workspace Alliance.

With 2,800 employees in Belgium, Luxembourg, the United Kingdom, Ireland, Switzerland, Germany, Hungary, Malaysia, Singapore, India, and South Korea, Getronics reported full-year revenues in excess of €450 million in 2011. Since 1st of May 2012, Getronics has been part of AURELIUS AG Group, an industrial holding company headquartered in Munich, Germany.

For further information about Getronics, visit www.getronics.com

What can I earn as an IT Service Desk Analyst