IT Service Desk Analyst

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Getronics Full time 40,000 - 60,000 per year

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.

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 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 and 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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