Service Desk Team Lead

**Experience**: 5 to 8 years

**Role**: Helpdesk Assistant Manager **(Mandarin speaker)**

He/ She will be **managing 3 junior helpdesk**

Office location: Menara Sentral

Contract: 1 year and extendable

**Minimum Job Requirements**:

- Proven experience in senior IT system administration roles in complex environments.
- In-depth knowledge of server and network infrastructure, and end-user technologies.
- Experience with **virtualisation technologies**, e.g., **VMware, Hyper-V.**:

- Excellent troubleshooting and problem-solving skills.
- Experience in **IT infrastructure project coordination**.
- Effective communication and collaboration skills.
- Ability to **lead and coach junior IT staff**.
- Good understanding and knowledge of End User Technologies e.g., Microsoft Windows Active Directory, Group Policy Objects, Unified Endpoint Management (UEM), Virtual Desktop Infrastructure (VDI), Mobile Device Management (MDM), MacOS etc.

**Desirable requirement**
- Experience with **Microsoft Azure cloud platform and services** will be a plus.
- Sound understanding of **IT security principles**and best practices.
- Relevant certifications, e.g., **Microsoft Azure Fundamentals**, Cisco Certified Network Associate (**CCNA**), Information Technology Infrastructure Library (**ITIL**) etc.

**Roles and Responsibilities**:

- To work closely with KM SDM team in conveying the team’s direction and targets.
- Coach and mentor team members in achieving their KPI and drive SLA performance.
- Delegate responsibilities to relevant team members for specific tasks for both BAU and ad-hoc requests.
- Ensure tasks and activities are compliant to AIA standards.
- Attend meetings, trainings or seminars, including managing stakeholders from other departments.
- Upkeep tardiness of the team, ensure that all headcounts are accounted for and liaise with KM Service Delivery Manager in ensuring availability of all headcount.
- Ensure that whenever a team member takes leave/ EL or who is on MC, have a proper handover of pending tasks for the rest of the team to follow up in their absence.
- Oversee status of tickets on a day-to-day basis; including current tickets per agent, current unattended tickets and follow up with respective PIC. Ensure tickets are categorize and updated with proper resolution or notes for improvement on ticket analysis.
- Ensure outstanding tickets are handled on a timely manner, and follow up with respective team members if there are no updates on their tasks/tickets.
- Generate weekly and monthly service reports for service management review.
- Analyze recurring problems and impact. Perform a basic root-cause-analysis on those issues.
- To act as first point of contact between KM and AIA ITMY.
- Maintain and ensure updated knowledge based document in T&O knowledge base system.
- To prepare monthly ticket data and assist the KMBS SDM team in creating SLA review presentation; includes extracting raw data, compiling and creating charts to represent the data.
- To act as point-of-escalation for the team members for any high priority incidents / requests, ensuring that the team handles such tickets efficiently and effectively within SLA.
- Always on stand-by to intervene and stand-in for team members whenever required, including taking over new and existing cases whether onsite and remotely, following the tasks below:

- Act as 2nd level support personnel for Service Desk team remotely or physically if whenever required.
- To monitor the escalation procedures and keep end-users informed.
- Ability to troubleshoot network, hardware and software tickets or enquiry.
- Provide necessary operation reports and documentation.

**Job Types**: Full-time, Contract
Contract length: 12 months

Pay: RM2,672.77 - RM9,500.00 per month

**Benefits**:

- Health insurance
- Professional development