Service Desk Team Lead

6 months ago

Kuala Lumpur, Malaysia NEXTDC Full time

**Company Description**
At NEXTDC we have been building the heart of Australia’s high-tech future. We design, build and operate world class, next generation data centres, using cutting edge, environmentally efficient infrastructure to service the broad requirements of local and international companies.

We are establishing a new data centre in KL, meeting the current and future digital needs of Malaysia by accelerating job skills, direct investment and economic prosperity.

At NEXTDC, we know that our success depends on the talents of our people, we foster a culture of continued learning and development. Our culture is built on collaboration and innovation, we are passionate about what we do, and we are committed to our mission to be the leading customer-centric data centre services company.

Leading our Service Desk Operations, you’ll play a central role in ensuring efficient and effective 24/7 service desk operations within the data centre environment. In this position you will be responsible for leading a team of service desk professionals, optimising service delivery tasks, managing escalations, and ensuring exceptional customer support and incident resolution.

**Your key responsibilities**:

- Lead and manage a team of service desk operators and analysts, providing guidance, training, and mentorship to ensure high-quality customer support.
- Develop and implement service desk strategies, processes, and best practices to optimise incident resolution and service delivery.
- Oversee service desk operations, ensuring timely response and resolution of customer inquiries, incidents, and service requests.
- Monitor service desk performance and Key Performance Indicators, identifying areas for improvement and implementing process enhancements.
- Maintain incident management and service request procedures to ensure efficient incident resolution and customer satisfaction.
- Act as the point of contact for service desk-related inquiries, escalations, and incident management.
- Develop and maintain strong relationships with data centre customers, ensuring a high level of customer satisfaction.

**Qualifications** What you’ll bring**:

- Excellent communication and interpersonal skills, with the ability to articulate concepts and ideas clearly to stakeholders at all levels.
- Demonstrated ability to multitask effectively with good time management skills.
- Ability to work on call as part of a rotating roster.
- Fluency in English - both written and oral

**About you**:

- 2 years proven experience in service desk management (specifically a 24/7 operational service desk)
- Experience working with incident resolution, and customer support, preferably in the data centre or critical infrastructure industry.
- Assisting customers seeking to develop a broader understanding of products and services.

**Additional Information**
- Opportunity to be a vital part of NEXTDC
- Inclusive, diverse and values-driven working culture
- Hybrid working practices
- Great opportunities to progress within our company (grow as we grow)

**Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.**

**Make NEXTDC your next move.

  • Service Desk Team Lead

    6 months ago

    Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

    Provide audit trail of all problems and resolutions (problem description, troubleshooting steps taken, resolution) through the use of Salesforce and other support tools. - Take ownership of problems, and follow appropriate escalation paths to ensure the problems are resolved in timely and effective ways to meet customer service and Global Test Center Support...

  • Service Desk Manager

    6 months ago

    Kuala Lumpur, Malaysia Esync software services Sdn Bhd Full time

    _This person will need to know how to set up the customer service centre as he/she will need to set up in another region in the near future. _ - ITIL and ITSM tools is a must!_ - Working mode: Onsite_ **Roles and Responsibilities**: - **Leadership and Management**: Lead, mentor, and manage the service desk team, fostering a positive and productive work...

  • Service Desk Analyst

    7 months ago

    Kuala Lumpur, Malaysia Dentsu Aegis Network Full time

    Support the running of the regional BPO service performance & governance framework. Support the development and governance of continuous improvement initiatives in the Region Job Title: Service Desk Analyst **Job Description**: - About Dentsu - Led by Dentsu Group Inc. (Tokyo: 4324; ISIN: JP3551520004), a pure holding company established on January 1,...

  • Global Service Desk Manager

    6 months ago

    Kuala Lumpur, Malaysia Gogobuddy Recruitment Full time

    **A Leading European Company Providing Hydraulic Solutions for Trucks (Kuala Lumpur)** The role reports to the CIO and is responsible for leading the Global Service Desk. The team size will initially be 4-5 by year’s end. Pay: From RM15,000.00 per month Schedule: - Day shift **Education**: - Bachelor's (preferred) **Experience**: - leading a global...

  • Global Service Desk Manager

    7 months ago

    Kuala Lumpur, Malaysia Gogobuddy Recruitment Full time

    **A Leading European Company Providing Hydraulic Solutions for Trucks (Kuala Lumpur)** The role reports to the CIO and is responsible for leading the Global Service Desk. The team size will initially be 4-5 by year’s end. Pay: From RM15,000.00 per month Schedule: - Day shift **Education**: - Bachelor's (preferred) **Experience**: - leading a global...

  • Service Desk Team Manager

    8 months ago

    Kuala Lumpur, Malaysia Fujitsu Full time

    People Management. Manages, motivates and develops a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business. - Customer Relations. Establishes relationships with middle to senior level customers and a range of managers across Fujitsu to deliver and enhance their service. - Risk...

  • Service Desk Analyst

    6 months ago

    Kuala Lumpur, Malaysia Dentsu Holdings Malaysia Sdn Bhd Full time

    As a Senior Service Desk Team Analyst, you will support the operational execution of the Global Service Desk to ensure dentsu provides exceptional Customer Service. Working with market-leading ITSM Service Management tools, you will be part of the Global Service Desk that supports dentsu offices across APAC. Supporting the latest technologies within a...

  • Service Desk Analyst

    6 months ago

    Kuala Lumpur, Malaysia Dentsu Holdings Malaysia Sdn Bhd Full time

    Support the running of the regional BPO service performance & governance framework. Support the development and governance of continuous improvement initiatives in the Region. As a Service Desk Team Analyst in our Kuala Lumpa office you will support the operational execution of the Global Service Desk to ensure DAN provides exceptional Customer Service....

  • Commercial Lead, Advisors Creative Desk

    6 months ago

    Kuala Lumpur, Malaysia Mastercard, Inc. Full time

    Commercial Lead, Advisors Creative Desk **Our Purpose** We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and...

  • IT Service Desk Analyst

    7 months ago

    Kuala Lumpur, Malaysia Kamlax Global Technologies SDN BHD Full time

    Job Title: IT Service Desk Analyst **Job Type**: 12 Months, Extendable Job Location: Kuala Lumpur **Job Description**: Responsible for the execution and delivery of IT Helpdesk services, project delivery and end user service excellence. Ensure reported cases are properly closed and meet the SLA between IT and business. Attend tickets on ID/Access...

  • Service Desk

    7 months ago

    Kuala Lumpur, Malaysia Tentacle Technologies MSC Sdn. Bhd Full time

    **Position: IT Support - L1 Service Desk** **Required**: - 1 - 2 years of experience in supporting enterprise technologies or equivalent - Customer service experience - intermediate knowledge skills of L1 service desk support/ L1 Technical Support - Microsoft Office Apps, Snow ticketing tools - Education Level - Diploma or higher or equivalent experience -...

  • Ict Associate Service Desk Analyst

    6 months ago

    Kuala Lumpur, Malaysia Kerry Full time

    **Requisition ID** 50353 **Position Type** FT Permanent **Recruiter **#LI-CST1 **Posting Type** LI **About Kerry**: - Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of...

  • Commercial Lead, Advisors Creative Desk

    6 months ago

    Kuala Lumpur, Malaysia Mastercard Full time

    Our Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...

  • Service Desk Analyst

    4 months ago

    Kuala Lumpur, Malaysia International Medical University - IMU Full time

    **Responsibilities**: - Managing, prioritizing, and documenting incoming requests from staff and students and service desk, plan to extend the helpdesk system with contextual integrations when are required. - Provides technical support for both software and hardware within agreed Service Level Agreements (SLA) and streamlines service desk management...

  • Service Desk Analyst

    6 months ago

    Kuala Lumpur, Malaysia Wipro Limited Full time

    Kuala Lumpur, Malaysia - Tech Hiring - 3065082 **Job Description**: **Service Desk Support L1** Key skills required for the job are: SD - Service Desk Support-L1, (mandatory) - As an Engineer, you are responsible for providing support for troubleshooting requirements in the Engineering, Infrastructure service or Product/Package Implementation space. -...

  • Service Desk Expert

    6 months ago

    Kuala Lumpur, Malaysia Fujitsu Full time

    **Role Purpose** To provide technical support to agents via floor walking activities and via acceptance of user interactions directly transferred to them by Service Desk Agents. Service Desk Experts provide responsive, professional and competent technical 2nd line support of incidents. They influence and improve the quality of knowledge articles as well as...

  • E-commerce Manager

    6 months ago

    Kuala Lumpur, Malaysia Service Desk Sdn Bhd Full time

    Based in their Puchong office, the prospective employer is the sole distributor in Malaysia (online and offline) for some China products. You will be in charge of only Malaysia E-commerce in 3rd Party platforms (Shopee and Lazada (with TikTok to be added later). You will report directly to the Director of the company. Essentially, the core scope of...

  • Gtcs Team Lead

    6 months ago

    Kuala Lumpur, Malaysia Prometric Full time

    Summary **PRINCIPAL RESPONSIBILITIES AND ACCOUNTABILITIES**: - Provide audit trail of all problems and resolutions (problem description, troubleshooting steps taken, resolution) through the use of Salesforce and other support tools. - Take ownership of problems, and follow appropriate escalation paths to ensure the problems are resolved in timely and...

  • Service Desk Specialist

    6 months ago

    Kuala Lumpur, Malaysia AS White Global Pty Ltd Full time

    **The Opportunity** An exciting Service Desk role has just become available at one of Australia's most respected global insurance. Our client is growing their team of Desk side Support Technicians. You are part of a team responsible for administering and supporting multiple & single domain environments with large numbers of end-users. One of the main...

  • Service Desk Analyst

    6 months ago

    Kuala Lumpur, Malaysia Datacom Full time

    Our Purpose Here at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities. The Nitty Gritty Role Overview and Objectives The Service Desk Analyst is responsible for ensuring all Incidents or Request are updated in a timely manner The core objectives and responsibilities of the...