IT Service Desk Support L1.5

**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 **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 **No** **Skills** **Entry** **Intermediate** **Senior** 1 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 2 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 3 Demonstrate in-depth knowledge of Computer Hardware / Software / Network / Cloud Computing / Security 4 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 5 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 **Sof