Service Desk Team Lead
6 months ago
**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 Petaling Jaya, 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**
- 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
- 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
- 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 Manager
3 months ago
Petaling Jaya, Malaysia B2B Commerce (M) Sdn. Bhd. Full time**Roles and Responsibilities**: - **Leadership and Management**: Lead, mentor, and manage the service desk team, fostering a positive and productive work environment. - **Service Delivery**: Oversee the daily operations of the service desk, ensuring timely and efficient resolution of technical issues within SLA. - **Customer Service**: Maintain high levels...
-
Front Desk Team Leader
6 months ago
Petaling Jaya, Malaysia Hilton Full timeFront Desk Team Leader With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels &...
-
Front Desk Team Leader
6 months ago
Petaling Jaya, Malaysia Hilton Full timeWith thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of...
-
Managed Service Desk Supervisor
6 months ago
Petaling Jaya, Malaysia Lenovo Technology Sdn Bhd Full timeKey Objectives of Position: As a Lenovo Managed Service Desk Supervisor, you are one of the key pillars in providing support services for our Managed Service customers. Being skilled in Lenovo Systems, procedures, and operations, you will be responsible to drive customer support Service Level Agreement (SLA) primarily in Indonesia & South East Asia markets....
-
Service Desk Operator
6 months ago
Petaling Jaya, Malaysia NEXTDC Full time**Company Description** NEXTDC designs, builds and operates next generation data centres using cutting edge technology, providing local and international companies with premium data storage facilities that enable them to transition to a cloud computing environment. Going from a start up to a scale up, NEXTDC is an ASX200 listed company with eight, soon to be...
-
Service Desk Operator
6 months ago
Petaling Jaya, Malaysia NEXTDC Full time**Company Description** NEXTDC designs, builds and operates next generation data centres using cutting edge technology, providing local and international companies with premium data storage facilities that enable them to transition to a cloud computing environment. Going from a start up to a scale up, NEXTDC is an ASX200 listed company with eight, soon to be...
-
IT Service Desk Analyst
6 months ago
Petaling Jaya, Malaysia Ssquad Global Full timeDay to day as an executive and tier 1 support Providing desk side support including white glove service to executive team and on site level 1 support to users - Imaging and re-imaging laptops and desktops setting it up with required configurations for new and existing users. - Diagnosing, troubleshooting and solving hardware (PCs, Printers), software and...
-
Service Desk Agent
6 months ago
Petaling Jaya, Malaysia Agensi Pekerjaan Nixan Mega (M) Sdn Bhd Full time**Key Responsibilities**: - Issue Resolution: Troubleshoot hardware and software problems, identify root causes, and work towards effective solutions. Escalate complex issues to higher-level support as needed. - Ticket Management: Create, document, and manage service desk tickets in a timely and organized manner, ensuring accurate tracking and resolution of...
-
Team Leader
6 months ago
Subang Jaya, Malaysia Evolt Karting Sdn Bhd Full timeEvery successful business must maintain a strong relationship with its customers. The Team Leader - Customer Service (Front Desk) role serves to bridge the business with the customer. That means communication is key for this role; the Team Leader must be able to build and maintain strong relationships with the customer base, providing information about the...
-
Service Desk Analyst
6 months ago
Petaling Jaya, Malaysia JOS (MALAYSIA) SDN BHD Full time**Job Specification** - As a Service Desk Analyst, you will be the first point of contact for customers, responsible for providing exceptional technical support and assistance. You will create incidents / service requests in the customer care systems, perform 1st level problem analysis and troubleshooting of technical issues, and escalate service tickets to...
-
IT Service Desk Intern
6 months ago
Petaling Jaya, Malaysia allnex Full timeWhy are we proud of what we do at allnex? We create coatings, products which help protect the world **for all nex>t generations **- and that’s exactly what you can do joining us! Imagine how fast your smartphone would become scratched-up, ugly and unusable without a coating. Or an e-bike, the cabin of a train, a beautiful wooden floor, and countless other...
-
Customer Service Officer
6 months ago
Subang Jaya, Malaysia Ultimate Desk Ptd Ltd (Omnidesk) Full time**Who are we?** Omnidesk is a standing desk company based in Singapore, Australia and Malaysia. Our mission is to help our users build a workspace that feels good, is more productive and ergonomic. Your role as the Customer Service Officer in our team will be our first line support for resolving questions and issues in regards to our...
-
Field Services
6 months ago
Petaling Jaya, Malaysia Ericsson Full time**Join our Team**: **About this opportunity**: Ericsson is looking for a Field Service - Team Lead (Central) to join our team. This role is centered on managing the Service Assurance functions for our contract. You'll take on reactive, preventative, and predictive maintenance responsibilities within the scope of the service. As a customer-facing...
-
Service Desk Analyst
6 months ago
Petaling Jaya, Malaysia JOS (MALAYSIA) SDN BHD Full time**Job Specification** - As a Service Desk Analyst, you will be the first point of contact for customers, responsible for providing exceptional technical support and assistance. You will create incidents / service requests in the customer care systems, perform 1st level problem analysis and troubleshooting of technical issues, and escalate service tickets to...
-
Service Desk Analyst
6 months ago
Petaling Jaya, Malaysia JOS (MALAYSIA) SDN BHD Full time**Job Specification** - As a Service Desk Analyst, you will be the first point of contact for customers, responsible for providing exceptional technical support and assistance. You will create incidents / service requests in the customer care systems, perform 1st level problem analysis and troubleshooting of technical issues, and escalate service tickets to...
-
Service Desk Agent
6 months ago
Subang Jaya, Malaysia ATS Global Full timeThe ATS Global Service Desk **provides end-to-end support to our customers in manufacturing environments, 24×7, in multiple languages**. **Responsibilies**: Process incoming -**IT service management tool **(ITSM) - Analyse and resolve most common enquiries using step-by-step instructions provided to you Deliver high -quality customer service at all...
-
Service Desk Analyst Account Administrator
6 months ago
Petaling Jaya, Malaysia JOS (MALAYSIA) SDN BHD Full time**Job Specification** - Perform Account Administration of System and Application. - First point of contact to customers. Create service request in the customer care systems. Perform 1st level problems analysis and troubleshooting of technical issue. Escalate service ticket to 2nd Level or onsite support team to further resolving the technical issue. Provide...
-
Service Desk Agent
6 months ago
Subang Jaya, Malaysia ATS Applied Tech Systems LLC Full timeThe ATS Global Service Desk **provides end-to-end support to our customers in manufacturing environments, 24x7, in multiple languages**. **Responsibilies**: - Input detailed technical information into the online **IT service management tool **(ITSM) - Analyse and resolve most common enquiries using step-by-step instructions provided to you - Deliver...
-
Service Desk Analyst
6 months ago
Petaling Jaya, Malaysia Aisling Consulting Full timeResponds and addresses customers' problems in a timely manner utilizing our support system - Supports customer in a high quality, engaging, and empathetic 1:1 discussion. Troubleshoot technical issue if required. - Utilizes proprietary and external tools and resources to identify and resolve customers' inquiries - Provides feedback on tools, resources,...
-
IT Service Desk Agent
6 months ago
Subang Jaya, Malaysia Knauf IT Full timeWe are on an exciting journey building a digital environment for the Knauf Group that is as groundbreaking as our products for the construction industry. If you are looking for a global impact that is shaped by values such as entrepreneurship, commitment, partnership and Menschlichkeit, the position of **IT Service Desk Agent-Japanese Speaker **could be the...