it service desk analyst

7 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Getronics Solutions (Malaysia) Sdn. Bhd. Full time

Our Company

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

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