IT Service Desk Support L1.5

1 week ago

Kuala Lumpur, Malaysia Getronics Full time

**Job Role**:
**Level 1.5 Analyst - Operations (Service Desk)**

**Job Family**:
**Technical Services**

**Job Level**:
**1**

**Job Code**:
**TS1**

**Job Nº**:
**40500103**
- Are you a technically curious person looking for a good challenge in a fast-paced international IT Service Desk environment? We have an excellent opportunity for you if you are keen on learning, solving interesting problems and growing your career.
- What is in it for you? You will work in, contribute to a complex, fast-paced and changing environment that offers opportunities to gain broad skills and experiences.
- A typically successful team performer here is customer oriented, highly accountable, a good communicator, agile, and results oriented.
- High aptitude for learning and developing skills in his/her areas of specialization
- Applicants must be willing and able to work on a rotational shift pattern supporting our customers across the globe.

**What you will be working on**
- Providing support and advice on IT related issues to diverse, ensuring the best use of enterprise IT systems, and influencing changes to working practices when needed
- Actively identify, assess, record, resolve or escalate incidents and service requests ensuring the handling within an agreed time limit and following standard operating procedures.
- Customer obsession: Delight customers and professionally manage each customer interaction using appropriate communication and in customer-oriented language.
- Identifying and appropriately responding to high priority incidents within the time limit agreed and follow the appropriate escalation steps to the correct resolver teams.
- Taking ownership and actively driving end to end incident resolution activities while keeping the customer updated.
- Ability to comply with process requirements, adherence to established procedures and effort to meet performance objectives set
- Contribute to Getronics's quality objectives by knowing and understanding the quality assurance metrics and the way she/he can positively bring impact.
- Contribute towards a healthy team culture through respectful collaboration with others.

**Knowledge and Experience**

**Education**:

- A bachelor’s degree or Professional Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
- Industry certifications is an added advantage ITIL, Security, Network, Desktop and Cloud Computing et cetera.

**Required language**:
**Min Experiences**:

- At least one year of working experience in the related field is essential for this position, preferably in a technical Service Desk role or equivalent.

**Expertise in the following**:

- Technical support experience covering PC and laptop hardware, software installation, and configuration of computer and mobile operating systems. (**Windows 11, 10 and Mac OS**)
- Good understanding of the ITIL framework, especially the incident management process.
- Familiar with networking technologies and troubleshooting of standard wired and wireless network devices.
- Familiar with IT Security concepts, threats, and vulnerabilities, including access controls and identity management.
- Good people skills and customer service skills - both virtually and in-person.
- Personal leadership and discipline
- **Must have Bachelor's degree in any field.**

**Work Location**:

- Applicants must be willing to work in Plaza Sentral, Kuala Lumpur.

**Must willing to work in a 24/7 shift environment.**

**Must willing to support multiple accounts.**

**Getronics Core Value**
- Authentic
- Integrity
- Trust
- Curious
- People focused
- Customer obsessed
- Courageous
- Honest

**Functional Competency & Levels**
- Entry = Fresh resource with no prior experience. (e.g. graduate)
- Intermediate = 1 experience in a similar work environment
- Senior = > 2 experience in handling multiple accounts from various industries
- Ability to manage and record customer transaction
- Respond to customer requirements
- Able to communicate effectively mutual intentions and expectations
- Deliver innovative and Competitive products or services
- Has a strong ability to perform Technical Helpdesk Skills
- Focus on assigned tasks or project deliverables
- Prioritise resources to meet assigned tasks or project deliverables
- Explore opportunities to run tasks or projects in parallel
- Demonstrate in-depth knowledge of Computer Hardware / Software / Network / Cloud Computing / Security
- Practice attentive listening and has the patience to hear people out and can accurately delivery or services
- Appropriate communication strategies to ensure resolving customer issues and meeting set goals
- Able to assess the task complexity of problem and readiness to resolve the challenges at the appropriate level
- Stay current on technology development
- Look for opportunities to gain exposure to new technical
- Seek out and explore new assignments, exposure, or challenges to enhance technical skills

*
- Communication

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