Team Lead Service Desk Mandarin

7 hours ago

Kuala Lumpur, Malaysia Abhidi Solution Sdn Bhd Full time

Key Responsibility: 1. Team Management & Leadership - Supervise a team of service desk analysts, providing guidance, coaching, and performance feedback. - Develop schedules and manage resource allocation to ensure adequate support coverage. - Set team objectives and key performance indicators (KPIs) aligned with business goals. 2. Service Desk Operations - Oversee daily operations of the service desk, ensuring tickets and incidents are managed within SLAs. - Act as the escalation point for complex issues, ensuring timely and satisfactory resolution. - Monitor ticketing systems and manage workflow, assigning tasks as needed. 3. Customer Support & Communication - Ensure that the team provides excellent customer service to Mandarin-speaking clients, ensuring clarity, empathy, and professionalism. - Conduct quality assurance checks on service desk interactions, providing feedback for improvement. - Communicate effectively with stakeholders, providing updates on incidents, resolutions, and potential issues. 4. Incident & Problem Management - Identify recurring issues and work with relevant teams to provide long-term solutions. - Implement best practices in incident management, tracking and analyzing incidents to improve overall service desk efficiency. - Collaborate with IT and cross-functional teams to address and resolve system issues affecting end-users. 5. Reporting & Documentation - Create and present reports on team performance, ticket resolutions, and customer satisfaction metrics. - Document processes, workflows, and solutions to enhance team knowledge and training resources. - Track team productivity and provide regular feedback for continuous improvement. 6. Continuous Improvement & Training - Stay updated on the latest tools and industry best practices in service desk operations. - Conduct regular training sessions to improve team skills and technical knowledge, especially for Mandarin-speaking support. - Lead initiatives to streamline processes, improve response times, and enhance the customer experience. Qualifications: - Language: Fluency in Mandarin and English is required, both written and spoken. - Education: Bachelor’s degree in Computer Science, Information Technology, or a related field preferred. - Experience: 4+ years in a service desk or IT support role, with at least 1 year in a supervisory or team lead position. - Technical Skills: Proficiency with IT service management tools (e.g., ServiceNow) and - Leadership Skills: Demonstrated ability to lead, mentor, and motivate a team, with strong organizational and time-management skills. - Customer Service: Excellent interpersonal skills, with a customer-first attitude and a problem-solving mindset. - Certifications (Optional): ITIL certification or equivalent is a plus. **Job Type**: Contract Contract length: 12 months Pay: RM6,000.00 - RM8,000.00 per month **Benefits**: - Cell phone reimbursement - Health insurance - Opportunities for promotion - Professional development

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