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Service Desk Team Lead

3 weeks ago

Kuala Lumpur, Malaysia NEXTDC Full time

**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 KL, 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** What you’ll bring**:

- 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

**About you**:

- 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
- Hybrid working practices
- 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.