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Help Desk Director

1 week ago

Petaling Jaya, Selangor, Malaysia Digital Labs Sdn Bhd (from M1) Full time
Help Desk Director Job Description

The Help Desk Director will be responsible for leading our Digital Labs Sdn Bhd (from M1) help desk team. In this role, you will oversee the daily operations of the help desk, ensuring that tickets are tracked, managed, and resolved efficiently.

About the Job
  • Lead, motivate, and manage a team of help desk agents, ensuring they provide excellent customer support and meet KPIs.
  • Develop and implement strategies to improve help desk metrics, such as response time and resolution time.
  • Maintain open communication with internal users, addressing their concerns and resolving issues promptly.
Key ResponsibilitiesTeam Leadership and Development:
  • Oversee the daily operations of the help desk, ensuring tickets are tracked, managed, and resolved efficiently.
  • Develop and implement strategies to improve help desk metrics, such as response time and resolution time.
Incident and Problem Management:
  • Analyze trends and performance data to identify opportunities for process improvements.
  • Work closely with stakeholders to resolve incidents and address user concerns.
Requirements
  • At least 5 years of experience managing a help desk or IT support team.
  • Expertise in IT service management (ITSM) processes and frameworks (e.g., ITIL).
  • Strong analytical and problem-solving skills, with the ability to make informed decisions.