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Team Lead

4 months ago

Shah Alam, Malaysia RENTWISE SDN BHD Full time

**Job Overview**

In this role you'll be responsible for overseeing the daily operations of Helpdesk/Technical support team. This position requires leadership role and provide 2nd level troubleshooting to users’ queries/incidents ensuring SLA/KPIs are met.

**Key Responsibilities/Accountabilities**
- Oversee the day-to-day operations of the IT Helpdesk and Technical Support Team ensuring that all escalations, process and procedures are adhered to.
- Taking ownership for incidents and service request that are being escalated by updating, follow up and resolving the tickets within agreed SLA timeline.
- Review & lead all technical support related projects, processes and documentation for continuous improvement as assigned by Team Manager.
- Develop and maintain operational guidelines/knowledge base for the team.
- Implement any necessary preventive measures to reduce avoidable faults and issues.
- Conducts team meetings/huddles to update team members on the best practices and continuous improvement/expectations.
- Create and perform maintenance of developed automations/scripts.
- Prepare daily, weekly, monthly reporting including ad-hoc and provide recommendations based on the analysis of data.
- Manage and collaborate with third party partners/internal stakeholders ensure that their performance and provision of service and quality are in line with our expectations and enable us to meet or exceed service level.

**On-Site Support (Ad-Hoc)**
- Perform hardware troubleshooting and Software troubleshooting if requested.
- To be able to provide resolution to ensure total customer satisfaction is achieved.
- Provide Feedback from customer to Team Lead/Manager.
- Address urgent issues quickly or escalated to Team Lead/Manager.
- Work as a team to meet support requirements/assigned projects.

**Report**
- To provide Incident report on weekly basis to Service Delivery Manager.
- To provide monthly incidents report to Sunway Group.
- To provide onsite report for every onsite-visit, with accurate problem description and other information according to the customer group.
- To provide ad-hoc incidents report to internal stakeholders upon request.

**Qualifications**
- Diploma / Degree in Information Technology related discipline or at least 4 years of previous work experience in a related field.
- Required skill: Troubleshoot hardware, desktop support, technical support, helpdesk.
- Good to have: ITIL V3 Basic or Comptia A+
- Good to have: MCSE, MCP

**Experience**
- Minimum of 4 years’ technical experience in the PC industry, manufacturing an advantage.
- Good IT Hardware troubleshooting skills and knowledge, preferably attached with a system builder or related industry.
- Knowledge of EUC operating systems such as Windows, Linux & MAC OS.
- Analytical and quantitative skills, with the ability to use Excel or other software to perform data analysis.
- Must be fluent in English for both spoken and written.
- Experience in Ticketing System is an added advantage.

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave

Schedule:

- Day shift

Expected Start Date: 04/01/2024