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What is the purpose of our team?
As we help our customers to reimagine the digital future through evolving technologies, Getronics Field Services and our Global Workspace Alliance are the delivery engine for us to support our customers wherever they are – in over 185 countries. Offering a single point of contact, contract, and a single billing entity, and underpinned by our Global Service Delivery Model, we continue to bring value to our customers and exceptional user experience across every touchpoint, especially during person-to-person interactions.
What will you do?
- Under general supervision, responds to and diagnoses complex hardware, software and network problems in a customer focused environment
- Prioritize and resolve issues identified by customers and other teams in a timely manner.
- Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Service Level Agreement (SLA).
- Updates customer on problem status/resolution in accordance with SLA.
- Escalate problems as required
- Monitor the IT service process and workflow to ensure SLA’s are met.
- Actively participates in the identification and implementation of the training and knowledge required to enable the team to continually improve performance metrics.
- Actively participates in team goals and objectives as per performance contract.
- Actively participates in projects, as assigned.
- Ability to travel within Klang Valley to assist and troubleshoot end user’s IT related issues.
- Work experience in banking industry will be an added advantage.
Which experience/skills we are looking for?
Essential
- Good knowledge with Desktop environment such as OS, printer, other EU(end user technologies)
- Basic incident management exposure.
- Proficiency in communications skills with customer and excellent in oral and writing communication.
Desired
- Troubleshooting skills in end computing.
- Ticket management skills.
Which qualifications/certification you need to have?
Essential
- Diploma in Information Technology, minimum 2 years of working experience
Desired
- ITIL
What else do we need from you?
- Excellent Communication – Verbal & Written
And what are we going to offer you for all this?
- An attractive package of insurance benefits
About Getronics
Getronics empowers businesses to stay competitive by offering flexible, secure, and reliable technology services, tailored to their unique needs, helping to drive growth, increase efficiency, reduce cost, and deliver measurable success. Getronics is committed to low-carbon and sustainable development through its IT solutions to help companies reduce their environmental impact.
As a global leader in technology solutions with over 4,000 colleagues in 22 centres, and as the leading and founding member of the Global Workspace Alliance (GWA), Getronics can provide comprehensive end-to-end IT solutions around the globe.
It is one of the 18 companies from around the world positioned within the Gartner’s 2024 Magic Quadrant for Outsourced Digital Workplace Services, and is committed to delivering exceptional customer service, to enable businesses to focus on their core strengths while entrusting their IT needs to Getronics.
- GTN_MY
