Helpdesk/customer Service Manager

21 hours ago

Petaling Jaya, Malaysia STATWORKS GROUP Full time

**Job duties**
1. Develop best practices model and create efficiency for all help desk processes.

2. Building and implementing training programs for Tier 1 troubleshooting.

3. Oversee and support a team of help desk from scale 1-10 and grow, ensuring timely and efficient problem resolution.

4. Maintain and monitoring help desk system to minimizing SLA violations and overdue tickets.

5. Managing escalations and ensuring any issues are resolved in a timely manner.

6. Provide weekly report basis and when required.

7. Communicating with 3rd party vendor, principle, clients and providing in-person and phone support.

8. Mentoring your team, providing training, and conducting performance evaluations.

9. Monitoring team performance and developing feedback reports for management.

10. Making recommendations to improve operational efficiency.

11. Claim review, approval, submission, and escalations based on employee time submissions.

**Job Requirements**:
**Job requirement**
- Degree in computer science/information technology or any related field.
- Minimum 5-7 years of experience.
- Certification in Microsoft, Linux, or Cisco is advantageous.
- Prior experience in tech support, desktop support, customer service or a similar role.
- Proficiency in Windows/Linux/Mac OS.
- Attention to detail and good problem-solving skills.
- Excellent interpersonal skills.
- Good written and verbal communication.

**Skill Level**:
Senior Executive

**Salary Range**:
RM4000 - RM8000
- About STATWORKS GROUPSTATWORKS GROUP the leading provider of Big Data Smart Insights with Computational Analytics, Machine Learning and Artificial Intelligence in South East Asia has expanded rapidly to include a wide range of high quality analytics software, handheld technology and enterprise intelligence solutions in the area of predictive analysis, crime intelligence, visual intelligence, audio intelligence etc.

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