Service Desk Supervisor

2 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Businesslist Full time

About the Role:

The GSOC Manager will play a critical role in ensuring the success of the Global Service Operations Center. This includes overseeing the day-to-day operations, managing a team of GSOC analysts, and collaborating with other regional managers and directors.

Responsibilities:

  1. Team Oversight: Supervise and motivate the GSOC analyst team to ensure they are working efficiently and effectively.
  2. Incident Management: Manage major/serious incidents occurring anytime, lead client communications, and facilitate post-incident reporting.
  3. Metrics and Reporting: Monitor Resolver Group activities and report on metrics to measure the client's experience and/or the performance of the GSOC.
  4. Collaboration: Collaborate with other regional managers and directors to achieve business objectives and ensure alignment with company policies.

Requirements:

  • Experience: At least four years' experience working with a global client-facing Service Desk.
  • Skills: Strong technical acumen with ability to learn and provide immediate solutions, ability to manipulate data into meaningful metrics, and proven skills in managing problems across a range of products and services.
  • Qualifications: Bachelor's Degree or equivalent work experience and industry-standard certifications such as ITIL Foundation or Help Desk Institute.

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