Team Lead

1 week ago


Shah Alam, Selangor, Malaysia RENTWISE SDN BHD Full time

Job Overview
In this role you'll be responsible for overseeing the daily operations of Helpdesk/Technical support team. This position requires leadership role and provide 2nd level troubleshooting to users' queries/incidents ensuring SLA/KPIs are met.

Key Responsibilities/Accountabilities

  • Oversee the daytoday operations of the IT Helpdesk and Technical Support Team ensuring that all escalations, process and procedures are adhered to.
  • Taking ownership for incidents and service request that are being escalated by updating, follow up and resolving the tickets within agreed SLA timeline.
  • Review & lead all technical support related projects, processes and documentation for continuous improvement as assigned by Team Manager.
  • Develop and maintain operational guidelines/knowledge base for the team.
  • Implement any necessary preventive measures to reduce avoidable faults and issues.
  • Conducts team meetings/huddles to update team members on the best practices and continuous improvement/expectations.
  • Create and perform maintenance of developed automations/scripts.
  • Prepare daily, weekly, monthly reporting including adhoc and provide recommendations based on the analysis of data.
  • Manage and collaborate with third party partners/internal stakeholders ensure that their performance and provision of service and quality are in line with our expectations and enable us to meet or exceed service level.

On-Site Support (Ad-Hoc)

  • Perform hardware troubleshooting and Software troubleshooting if requested.
  • To be able to provide resolution to ensure total customer satisfaction is achieved.
  • Provide Feedback from customer to Team Lead/Manager.
  • Address urgent issues quickly or escalated to Team Lead/Manager.
  • Work as a team to meet support requirements/assigned projects.

Report

  • To provide Incident report on weekly basis to Service Delivery Manager.
  • To provide monthly incidents report to Sunway Group.
  • To provide onsite report for every onsitevisit, with accurate problem description and other information according to the customer group.
  • To provide adhoc incidents report to internal stakeholders upon request.

Qualifications

  • Diploma / Degree in Information Technology related discipline or at least 4 years of previous work experience in a related field.
  • Required skill: Troubleshoot hardware, desktop support, technical support, helpdesk.
  • Good to have: ITIL V3 Basic or Comptia A+
  • Good to have: MCSE, MCP

Experience

  • Minimum of 4 years' technical experience in the PC industry, manufacturing an advantage.
  • Good IT Hardware troubleshooting skills and knowledge, preferably attached with a system builder or related industry.
  • Knowledge of EUC operating systems such as Windows, Linux & MAC OS.
  • Analytical and quantitative skills, with the ability to use Excel or other software to perform data analysis.
  • Must be fluent in English for both spoken and written.
  • Experience in Ticketing System is an added advantage.

Benefits:

  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Parental leave

Schedule:

  • Day shift
Expected Start Date: 04/01/2024
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