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Desktop Support Lead

3 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia GREAT EASTERN Full time
About Your Responsibilities

We are seeking a highly skilled IT professional to fill the role of Incident Resolution Expert.

Your responsibilities as an Incident Resolution Expert will include:

  • Providing technical analysis and assistance to resolve desktop/laptop/printer and application problems.
  • Taking ownership for incidents and service requests that are being escalated by updating, following up, and resolving the tickets within agreed SLA timeline.
  • Supporting basic network-related and server system issues.
  • Assuring the quality of fixes and patches.
  • Updating the call center on the ticket status and ensuring the tickets are resolved within agreed SLA timeline.
  • Performing call quality monitoring and coaching the team on improvement via scoring.
  • Monitoring support issues at sites to identify patterns and common issues with the aim of prioritizing resolution of issues that significantly improve the degree of reliability and quality of services.
  • Developing workaround and fixes for new incidents.
  • Monitoring the regional call center team members and ensuring that all escalations, processes, and procedures are adhered to.
  • Performing daily, weekly, or monthly reporting including ad-hoc.
  • Taking accountability in considering business and regulatory compliance risks and taking appropriate steps to mitigate the risks.