Service Desk Analyst

Getronics; Kuala Lumpur; On-site; MYR 40,000 - 67,000; Full time

Job summary

Getronics is seeking a capable IT Helpdesk professional in Kuala Lumpur to provide first-line technical support for clients, diagnose issues, and resolve incidents while maintaining high customer satisfaction. You will log inquiries, monitor incident status, and escalate where needed to ensure SLA adherence.

Fluency in English and Mandarin is required, with experience in fast-paced environments and strong communication skills to coordinate with internal teams and external users.

Qualifications

• Provide first-line technical support and perform analysis, diagnosis and resolution of client problems.
• Monitor and respond to incidents within SLA, escalating as needed.
• Record, classify and update customer queries and incident status in the service desk tool.
• Communicate effectively with users and internal teams to ensure timely resolution.

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 issues as required.
• Respond to a high volume of interactions efficiently while ensuring customer satisfaction.
• Record and classify all customers’ queries and update on incident status as per SLA.
• Liaise with resolver groups to ensure timely resolution and monitor service delivery against SLA.

Skills

Technical support

Incident management

SLA adherence

Customer service

Troubleshooting

Communication

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 the 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 interactions within the 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 on time.
• Update customers 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 users on incident status daily.
• 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 the operations management team.

Required language(s):

English & Mandarin