IT SERVICE DESK ANALYST - PORTUGUESE SPEAKER

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

Job summary

A leading ICT services group in Kuala Lumpur is seeking an IT Service Desk Analyst who speaks Portuguese and English. This entry-level role offers the opportunity to provide first line technical support, handling various client interactions and monitoring incident resolution. Ideal candidates will have a technical diploma/degree and a willingness to work in a 24/7 environment. Join a dynamic team dedicated to ensuring client satisfaction and operational excellence.

Qualifications

• At least 0-1 year(s) of working experience in the related field is a plus.
• Willing to work in a 24/7 shift environment and on public holidays.
• Willing to support multiple accounts.

Responsibilities

• Provide first line technical support to clients.
• Follow-up on the progress of incidents until closure.
• Respond to high volume interactions efficiently while maintaining client satisfaction.
• Monitor IT service processes to ensure SLAs are met.
• Liaise with internal and external teams for incident resolution.

Skills

Service desk

Technical Helpdesk

Education

Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in Computer Science/Information Technology or Engineering

Job description

IT SERVICE DESK ANALYST - PORTUGUESE SPEAKER

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.

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.

Requirements

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
• Required skill(s): Service desk, Technical Helpdesk.
• Required language(s): Portuguese & English
• At least 0-1 year(s) of working experience in the related field is a plus
• Preferably Junior Executives specializing in Technical & Helpdesk Support or equivalent.
• Willing to work in 24/7 shift environment. and on public holidays.
• Willing to support multiple accounts