IT Service Desk Lead

2 days ago

Bayan Lepas, Malaysia UST Global Full time

1 Opening
- Bayan Lepas

**Role description**:

- Service Desk Lead
- What you’ll do
- Be the first point of contact for our internal customers - by answering their questions, listening to what’s gone wrong for them, and improving their experience with technology.
- Capture and share the right information about customers’ problems in ServiceNow
- Work together and share insights with others in the team, especially at shift changes
- Work closely with the Operational Support and Operational Engineering Teams whenever you need their input on complex or high-risk problems
- Own your customers’ Incidents as if they were yours, always aim for service excellence - by frequent communication, setting expectations and working closely with other teams involved in problem-solving.
- Prioritise and sort out your customers IT issues according to our service level agreement
- Help the team to keep improving its service, by sharing your suggestions for raising first-time fix rates, improving customer satisfaction and reducing risk
- Keep up to date with changing security requirements
- Uphold our standards, processes and policies
- The knowledge, experience, and qualifications you need
- Any experience in excellent customer service no matter what industry
- Experience in handling calls to support customers and resolve issues with stipulated time
- Good with Microsoft-based operating systems, especially Windows 10
- Experience in handling AD account lockouts, Password resets, basic software installation requests etc.,
- Experience in using ServiceNow ITSM tool for logging tickets
- Knowledge, experience or a qualification in the ITIL Framework
- Experience of processes to keep improving service
- The knowledge, experience and qualifications that will help
- Experience as a service desk analyst
- Experience of understanding customers, managing incidents and meeting business expectations
- Certification as a Microsoft Certified Professional (MCP) or equivalent
- A degree-level qualification in a computing or technical discipline

**Skills**:
IT Service Desk, Active Directory, Incident Management, Servicenow

**About UST**:
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

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