IT Service Desk Analyst

Getronics; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading ICT Services group in Kuala Lumpur is seeking a Technical Support Specialist. The role involves providing first line technical support, diagnosing complex incidents, and ensuring client satisfaction. Candidates must be proficient in English and Mandarin to effectively communicate with clients. Responsibilities include following up on incidents, monitoring service levels, and liaising with resolver groups. This position offers a dynamic environment with opportunities for growth in the ICT services sector.

Qualifications

• Provide first line technical support to clients.
• Responds to and diagnoses complex incidents.
• Prioritize and resolve issues timely.

Responsibilities

• Follow-up on the progress of incidents until closure.
• Record and classify all customers’ queries.
• Monitor the IT service process to ensure SLAs are met.

Skills

Technical Helpdesk Skills

Client Satisfaction

Problem Analysis and Resolution

Incident Management

Job description

Getronics is an ICT Services group consisting of the Getronics and Connectis brands. With an extensive history that extends over 130 years, the Getronics family has 4000+ employees in 22 countries across Europe, Asia Pacific, Latin America, and has a complete portfolio of integrated ICT services for the large enterprise and public sector markets.

Our services portfolio is designed to build digital experiences that drive real business outcomes. Our capabilities span across Digital Workplace, Cloud Services, Smart Spaces, Business Applications, Security & Compliance, Field & On-Site Support, Service Desk and Network Services.

Getronics is the leading member in the Global Workspace Alliance, a unique model that provides customers with a consistent IT service throughout the world, with one single point of contact and billing entity, delivering services to 100 countries. The GWA is ranked number 3 globally according to OVUM’s

Managed/Maintained End-user Devices with a total of 10M assets

Job Description

• Provide first line technical support to clients, requiring an aptitude for working with applications/ systems to undertake analysis, diagnosis, and resolution of client problems.
• Follow-up on the progress of the incident until closure. Escalate the unresolved incident to respective unit which may range from very straightforward problems through to more complicated issues.
• Respond to a large volume interaction and efficiently while also providing a high degree of client satisfaction.
• Handled interaction within agreed customer Service Level Agreement (SLA)
• Record and classify all customers’ queries.
• Responds to and diagnoses complex incidents in a customer focused environment by demonstrating strong ability to perform Technical Helpdesk Skills.
• Prioritize and resolve issues identified by customers and other teams in a timely manner.
• Updates customer on Incident status/resolution in accordance with SLA.
• Monitor the IT service process and workflow to ensure SLA’s are met.
• Provide accurate and creative solutions to service management to improve service delivery
• Liaise with internal and external resolver groups regarding queries by end user on incident status on daily basis.
• Work with IT Services functional teams and other team members to ensure issue resolution in accordance with Service Level Agreement (SLA).
• Monitor interaction channels to ensure all incidents are updated & progressing in the required timescales
• Meet all KPI set by operation management team.

Required language(s): English & Mandarin to effectively communicate with Mandarin-speaking clients.