Service Desk Associate

Job description

3446155
Additional Cities

Kuala Lumpur
Career Level

Entry-Level
Relocation Assistance

No
Business

GE Corporate
Business Segment

Corporate CoreTech & Cyber
Function

Digital Technology
Country/Territory

Malaysia
Postal Code

50470
Role Summary/Purpose

We are looking for a Service Desk Associate to provide enterprise-level assistance to our end user employees. If you’re naturally a helper, have a strong customer orientation and enjoy assisting people with computer issues whilst explaining technical details simply, we’d like to meet you. Ultimately, you will be a person our employees trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Essential Responsibilities

•Diagnose and troubleshoot technical issues, including account setup and network configuration
•Diagnose and troubleshoot software and hardware problems and help our employees install applications and programs. Identify solutions to software and hardware issues
•Ask customers targeted questions to quickly understand the root of the problem
•Own issues through resolution within agreed time limits, or to the point of escalation
•Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support.
•Guide clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue. You will use email, text and chat applications to give clients quick answers to simple IT issues.
•For more complex problems that require nuanced instruction, you will contact clients via phone, text or chat and/or provide clear, written instructions and technical manuals.
•Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
•Provide prompt and accurate feedback to customers
•Refer to internal database or external resources to provide accurate tech solutions
•Ensure all issues and outcomes are properly logged within the ticket management system
•Prioritize and manage several open issues at one time
•Follow up with clients to ensure their IT systems are fully functional after troubleshooting
•Document technical knowledge in the form of notes and manuals
•Maintain positive relationships with clients
Qualifications/Requirements

•High school or technical school diploma required
•Work experience (including internship) in Technical Support, Desktop Support, IT Help Desk
Technician or similar role
•Fluency and Literacy in English or specified language
Desired Characteristics

Technical Expertise:
• Degree in a relevant field, like Computer Science, IT or Software Engineering is desired
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• Hands-on experience with Windows/Linux/Mac OS environments desired
• Good understanding of computer systems, mobile devices, SKYPE and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Tech savvy with familiarity in remote desktop applications and help desk software (e.g. Zendesk, BOLD 360, etc.)

Personal Attributes:
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
About Us

GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com
Primary Country

Malaysia
Primary State/Province

Federal Territory of Kuala Lumpur
Primary City

Kuala Lumpur