IT Service Desk Lead # Worklocation

4 weeks ago


Malaysia Singtel Group Full time

At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.

 

 

Make an Impact by:

 

  • Day to day accountability for the IT Service Desk function and ensuring an excellent IT service to Withers
  • Worldwide Partners and staff.
  • Maintain staff schedules to ensure IT Support continuity for 24/7
  • Monitor, audit, report and analyse the health of the IT Service Desk function using ticket- related performance
  • KPIs. Provide regular and ad hoc status updates to line management.
  • Act as the first point of escalation for performance issues within the team and customer related issues.
  • Informing line management of any escalating issues in order that they may be resolved within reasonable time
  • scales.
  • Deliver end-to-end support in accordance with IT service management procedures.
  • Act as the communications lead following an agreed major incident procedure, and to be responsible for
  • service-related communications.
  • Identify improvement opportunities and work with line management to implement programs that enhance IT
  • Service Desk operations, customer satisfaction with IT and overall usage of the company’s technology productsand services.
  • Monitor queues, calls and interactions of the IT Service Desk staff including the ticketing system,
  • documentation and escalations to ensure that all interactions and escalations meet established criteria and are documented appropriately.
  • Set goals for performance, support and develop staff through regular coaching meetings, training needs
  • analysis, development plans and appraisals.
  • Proactively learn and train other staff members on new product and service technologies
  • Ensure that IT asset inventories are maintained, ensuring records are kept fully up to date
  • Supervise the production and maintenance of technical documentation and articles for the knowledge base.
  • Perform technical support functions via phone, self-help portal and remote connection as required.

 

Skills for Success:

 

  • Day to day accountability for the IT Service Desk function and ensuring an excellent IT service to Withers
  • Worldwide Partners and staff.
  • Maintain staff schedules to ensure IT Support continuity for 24/7
  • Monitor, audit, report and analyse the health of the IT Service Desk function using ticket- related performance
  • KPIs. Provide regular and ad hoc status updates to line management.
  • Act as the first point of escalation for performance issues within the team and customer related issues.
  • Informing line management of any escalating issues in order that they may be resolved within reasonable time
  • scales.
  • Deliver end-to-end support in accordance with IT service management procedures.
  • Act as the communications lead following an agreed major incident procedure, and to be responsible for
  • service-related communications.
  • Identify improvement opportunities and work with line management to implement programs that enhance IT
  • Service Desk operations, customer satisfaction with IT and overall usage of the company’s technology products
  • and services.
  • Monitor queues, calls and interactions of the IT Service Desk staff including the ticketing system,
  • documentation and escalations to ensure that all interactions and escalations meet established criteria and are
  • documented appropriately.
  • Set goals for performance, support and develop staff through regular coaching meetings, training needs
  • analysis, development plans and appraisals.
  • Proactively learn and train other staff members on new product and service technologies
  • Ensure that IT asset inventories are maintained, ensuring records are kept fully up to date
  • Supervise the production and maintenance of technical documentation and articles for the knowledge base.
  • Perform technical support functions via phone, self-help portal and remote connection as required.

 

Rewards that Go Beyond:

  • Full suite of health and wellness benefits
  • Ongoing training and development programs
  • Internal mobility opportunities

Your Career Growth Starts Here. Apply Now

 

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

 

 

 

 



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