Level 1 Analyst – Subject Matter Expert (Service Desk Operations)

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 C Compliance, Field C 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 Purpose:

• The Service Desk L1 SME acts as a senior member within the Level 1 support team, providing advanced troubleshooting support, process guidance, and operational oversight. This role ensures high-quality incident resolution, adherence to ITIL processes, and continuous improvement in service delivery.

Job Description:

• Handle complex L1 incidents and service requests beyond standard agent capability

• Act as the first escalation point for L1 analysts

• Ensure SLA compliance for incidents, requests, and communications

• Monitor ticket queues and drive timely resolution

• Answers calls within agreed customer SLA's when required

• Provides accurate and creative solutions to complex client problems meeting all pre-defined quality measurements

• Analyses and interprets complex client inquiries to ascertain and solve them

• Co-ordinates between clients and vendors to ensure timely resolution of problems

• Provides training to Level 1 Analyst on process and technical knowledge.

• Support knowledge management by creating and maintaining KB articles

• Analyse performance information e.g. calls and fault statistics

• Coach and guide L1 analysts to improve technical and customer handling skills

• Support onboarding and training of new team members

• Act as a backup for Team Lead during peak hours or absence

• Liaises internally and externally to enable client queries to be answered and problems solved

Job Requirement:

o Strong understanding of ITIL processes (Incident, Request, Problem, Change)

o Excellent troubleshooting skills in Windows, O365, network basics, and common enterprise tools o Strong communication and customer service skills o Analytical mindset with attention to detail

o Ability to handle high-pressure situations and prioritize effectively

o Good interpersonal skills and customer interface skills - both on the phone, email, web chat and in person with customers and colleagues.

o At least 1 year of working experience in the related field is required for this position. o Preferably in technical Service Desk or equivalent.

o At least Diploma/ degree holder qualified with a relevant technical qualification and 12 months work experience in a technical Service Desk environment.

Applicants must be willing to work from office in Kuala Lumpur.

o Must be willing to work in 24/7 shift environment

o Must be willing to support multiple account