Job Description

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

• Monitor and respond appropriately to customer contacts via calls, emails, chats, events, and self-service within acceptable response times.
• 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\xe2\x80\x99s 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 etcetera.

Required language:

• The candidate must be proficient in spoken and written English and Tagalog.

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.
• Proficiency in using and supporting standard corporate software, including Office365, Dropbox for Business or similar cloud storage applications, Antivirus, Service-Now and Active Directory.
• 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. Job Type: Contract
Contract length: 12 months Salary: RM3,500.00 - RM4,500.00 per month Schedule:

• Rotational shift

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)