IT Service Desk Analyst - French & Italian Speaker

IT Service Desk Analyst – French & Italian Speaker

Company : Getronics

Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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 the respective unit which may range from very straightforward problems through to more complicated issues.
• Respond to a large volume interaction efficiently while also providing a high degree of client satisfaction.
• Handle interaction within agreed Customer Service Level Agreement (SLA).
• Record and classify all customers’ queries.
• Respond and diagnose complex incidents in a customer‑focused environment by demonstrating strong technical help‑desk skills.
• Prioritize and resolve issues identified by customers and other teams in a timely manner.
• Update customers 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 users on incident status on a 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 and progressing in the required timescales.
• Meet all KPI set by the operation management team.

Required language(s) : French & Italian

Seniority level : Executive

Employment type : Contract

Job function : Information Technology

Industry : IT Services and IT Consulting

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