IT Service Desk Analyst - Mandarin Speaker

Getronics; Kuala Lumpur; On-site; MYR 39,000 - 78,000; Full time

Job summary

Getronics is seeking a capable helpdesk professional to deliver first-line ICT support for clients in Malaysia. You will diagnose and resolve incidents, maintain timely updates, and ensure service levels are met.

This role requires clear communication in English and Mandarin and the ability to handle a high volume of inquiries. You will work with cross-functional teams to classify, escalate when necessary, and provide accurate, customer-focused resolutions to complex incidents.

Qualifications

• Provide first line technical support to clients, requiring an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of client problems.
• Respond to a large volume of interaction and efficiently while also providing a high degree of client satisfaction.
• Record and classify all customers’ queries and respond to/diagnose incidents in a customer focused environment.

Responsibilities

• 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 and escalate unresolved incidents as needed.
• Respond to a high volume of interactions while maintaining high client satisfaction and meeting SLA.
• Monitor and update incidents with status and resolutions as per SLA.

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