Service Desk Expert
2 weeks ago
Technical Capability. Works within a team as an established systems/product specialist (e.g. detailed
knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes
and contributing technically to service development) to support end users.
Process. Follows established processes, releasing to the change control process verified, validated and
documented enhancements to eliminate problems and proactively develop the service.
Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of
escalation for agents to resolve service delivery issues. Monitors performance through statistical reporting and
analysis.
Project Work. Works within the team or under guidance from the project manager with implementation of
technical designs to meet service delivery requirements within own area of responsibility.
Customer Relationship. Establishes working relationships with customer's organization to deliver and enhance
the service.
Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and
resolve more complex problems (both new and known), Escalates or gains support where appropriate.
Proactively analyzes, trends and reports on information (e.g. on performance service levels) in a timely manner to
resolve problems, maintain and enhance service.
Team Working. Trains and coaches members of the team to provide knowledge, assistance and advice. Works
in a problem solving team to resolve service issues. May have team leader responsibilities and duties.
Business Awareness. Understands the requirements of the customer's business, the scope of the contract and
knows how issues impact the delivery of service. Recognizes and reports opportunities to team manager and
other relevant parties for additional business.
Professional Development. Maintains awareness of technical and service developments, taking the initiative to
extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.
Key Performance Indicators
Feedback from Customers, Service Delivery Management, Team etc.
Technical Assessments (where applicable)
Proven track record of problem resolutions.
Evidence of sharing and re-use of knowledge.
Successful production of documentation.
Successful management and implementation of changes.
Improvement/ enhancements to service delivery.
Meets and improves service level requirements
Successful management of escalations in a timely manner.
Meets project deadlines and costs within own area of responsibility.
Errors with workarounds or fixes provided in a timely manner.
Percentage of customer problems resolved within required timescales.
Improved first time/line fix.
-
IT Service Desk Lead
3 weeks ago
Malaysia Singtel Full time**IT Service Desk Lead**: **Date**:18 May 2024 **Location**: Regional Delivery Centre - Malaysia, Malaysia **Company**:Singtel Group - 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...
-
Service Desk Expert
1 month ago
Malaysia Fujitsu Full timeKey Accountabilities Technical Capability. Works within a team as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users. Process. Follows established processes, releasing...
-
IT Service Desk Lead
2 weeks ago
RegionalDeliveryCentre-Malaysia Singtel Group Full timeAt 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...
-
IT Service Desk Lead
1 month ago
RegionalDeliveryCentre-Malaysia Singtel Group Full timeAt 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...
-
IT Service Desk Lead
1 month ago
RegionalDeliveryCentre-Malaysia Singtel Group Full timeAt 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...
-
Service Desk Agent
3 weeks ago
Malaysia Manpower MY Full time**SERVICE DESK AGENT (Japanese)** **Role Purpose** To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents. **Key Accountabilities** - Technical Capability. Works under supervision, supporting standard technical queries related...
-
IT Service Desk Lead # Worklocation
2 weeks ago
Malaysia Singtel Group Full time**IT Service Desk Lead # Worklocation - Malaysia**: **Date**:5 Feb 2024 **Location**: Malaysia, Malaysia **Company**:Singtel Group - 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...
-
service Desk Support
3 weeks ago
Malaysia Netpoleon Group Full timeNetpoleon Solutions is a well-established IT Security and Network Company recently acquired by Macnica Inc - a US 5.5 Billion Dollar Revenue company. With offices in Singapore, Australia, Cambodia, India, Indonesia, Malaysia, Myanmar, New Zealand, Philippines, Thailand, Vietnam and parent company in Japan and US, we are now inviting individuals that have...
-
Dsds Service Desk Agent
2 weeks ago
Malaysia Fujitsu Full timeService Desk agent - English - Rotational Basis Shift - Shift changes monthly between team. - Support for retails stores (hardware and software devices in a store) - Able to join before 1st July - Work Location/Project = Office / WFH (Hybrid) - Retail support. - IT Knowledge or SD experience added advantage.
-
Service Desk Agent
2 weeks ago
Malaysia Fujitsu Full timeService Desk agent - Japanese local speaker Support for Japan retail stores (hardware and software devices in a store) Requirements JLPT N1 or completed higher education in Japan University Retail support. IT Knowledge or SD experience added advantage.Work Location/Project = Office / WFH (Hybrid) H&M Schedule (Shift/Nonshift) = Shift (5am 10pm) rotation and...
-
Dsds Service Desk Agent
2 weeks ago
Malaysia Fujitsu Full timeService Desk agent - English Rotational Basis Shift Shift changes monthly between team. Support for retails stores (hardware and software devices in a store) Able to join before 1st July Work Location/Project = Office / WFH (Hybrid) Retail support. IT Knowledge or SD experience added advantage.
-
IT Service Desk Support
3 weeks ago
Malaysia Singtel Full time**IT Service Desk Support**: **Date**:18 May 2024 **Location**: Regional Delivery Centre - Malaysia, Malaysia **Company**:Singtel Group - 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...
-
Service Desk Agent
5 days ago
Malaysia Fujitsu Full timeService Desk agent - Japanese local speaker - Support for Japan retail stores (hardware and software devices in a store) - Requirements JLPT N1 or completed higher education in Japan University - Retail support. - IT Knowledge or SD experience added advantage. Work Location/Project = Office / WFH (Hybrid) H&M - Schedule (Shift/Non-shift) = Shift (5am -10pm)...
-
Front Desk Agent
2 weeks ago
Malaysia Club Med Full timeFront Desk Agent (M/W): Club Med Resorts Malaysia or overseasJob ID R-1925 Category Hospitality & CateringYou are Sociable, you know how to connect with our guests and build a trusting relationship. Helpful and attentive, finding the right solution for all our guests. Multilingual, you master at least two languages and are comfortable with international...
-
Front Desk Assistant
2 weeks ago
Malaysia Selia Ekuiti Sdn Bhd Full time**Responsibilities**: - **Phone call and guest**: - Handling incoming & outgoing phone call in office. - Receive & transfer messages for staff. - Receive & assist guest. - Ensure cleanliness at front desk. - **Mails, Courier & Newspaper**: - Receive, sort & record incoming mails/bills. - Handle outgoing couriers & tracking - **HRA Administration**: - To...
-
Presales Expert
2 weeks ago
Malaysia Wiseasy Full time**About Wiseasy**: As a global digital banking and payment builder specializing in smart financial terminals and payment technology services, Wiseasy Group is dedicated to promoting the continuous development and popularization of digital banking and payment technologies worldwide. By providing one-stop “cloud + software + terminals” solutions based on...
-
Front Desk Agent
4 weeks ago
Malaysia Club Med Full time**Front Desk Agent (M/W)**: Club Med Resorts Malaysia or overseas **Job ID** R-1925 **Category** Hospitality & Catering **You are** - Sociable, you know how to connect with our guests and build a trusting relationship. - Helpful and attentive, finding the right solution for all our guests. - Multilingual, you master at least two languages and are...
-
Customer Service Manager
3 weeks ago
Malaysia VYNCKE Full timeVACANCY LOCATION: Malaysia The Customer Service Manager is the customer’s contact point once the VYNCKE installation is in operation. Your goal is to maximize customer satisfaction during the full lifetime of the plant by selling service, spare parts supply, operational assistance, helpdesk, maintenance contracts, project upgrades and on-site service...
-
Presales Expert
2 weeks ago
Malaysia Wiseasy Full timeAbout Wiseasy:As a global digital banking and payment builder specializing in smart financial terminals and payment technology services, Wiseasy Group is dedicated to promoting the continuous development and popularization of digital banking and payment technologies worldwide.By providing one-stop "cloud + software + terminals" solutions based on advanced...
-
Front Desk Manager Assistant
2 weeks ago
Malaysia Club Med Full timeFront Desk Manager Assistant (M/W): Club Med Resorts Malaysia or overseasJob ID R-1926 Category Hospitality & CateringYou are Sociable, you know how to connect with our guests and build a trusting relationship. Helpful and attentive, finding the right solution for all our guests. Multilingual, you master at least two languages and are comfortable with...