IT Service Desk Analyst - Mandarin Speaker

Getronics; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Getronics is seeking an ICT Helpdesk professional to deliver first-line technical support to clients in Kuala Lumpur, Malaysia. You will diagnose issues, track incidents, and escalate when necessary while ensuring adherence to service levels and customer satisfaction.

The role requires strong English and Mandarin language skills and the ability to work in a fast-paced, client-focused environment. This is a on-site position within a multinational ICT services group with a focus on digital

Qualifications

• Provide first line technical support to clients and diagnose issues.
• Follow up on incident progress and escalate when needed.
• Respond to high-volume inquiries while maintaining client satisfaction.
• Record and classify all customer queries.
• Diagnose complex incidents in a customer-focused environment.
• Prioritize and resolve issues per SLA.
• Monitor IT service processes to ensure SLA targets are met.
• Collaborate with resolver groups for timely resolutions.
• Meet KPIs set by operations management.
• Required language(s): English & Mandarin.

Responsibilities

• Provide first line technical support to clients and diagnose issues.
• Follow up on incident progress and escalate when needed.
• Respond to high-volume inquiries while maintaining client satisfaction.
• Record and classify all customer queries.
• Diagnose complex incidents in a customer-focused environment.
• Prioritize and resolve issues per SLA.
• Monitor IT service processes to ensure SLA targets are met.
• Collaborate with resolver groups to ensure timely resolution.
• Meet KPIs set by operations management.

Skills

English

Mandarin

IT Troubleshooting

Incident Management

SLA Adherence

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