IT Service Desk Lead # Worklocation

1 week 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 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

**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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