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Service Desk Team Leader

2 weeks ago

Kuala Lumpur, Malaysia AS White Global Pty Ltd Full time

**The Opportunity**

AS White Global is hiring a** Service Desk Team Leader **for a global insurance company in Australia. This company was established more than 100 years and is looking for a Service Desk Team Leader who will ensure that service level is achieved by optimizing productivity and delivering superior customer service.

**Key Responsibilities**:

- Ensures that the staff's meeting and exceeding expectations in regard to performance and meeting defined metrics/benchmarks/KPI and that standards and processes are followed.
- Oversee 100% of the requests, incidents, service requests, and problems.
- Manages and coordinates urgent and complicated support issues.
- Act as an escalation point for all requests and incidents.
- Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development.
- Provide data and reporting of KPIs and trends to stakeholders, daily, weekly, monthly, and as needed.
- Monitor and manage phone queue.
- Manage process for communicating outage/emergency activities to the organization.
- Review survey feedback to improve services, tools, and support experience.
- Actively contribute/participate in Service Improvement activities and project

**Skills, Experience & Qualifications**:

- Experienced in the health sector is desirable
- Three to five years’ experience in customer service delivery within a technology environment
- ITIL Foundations Certification
- 3+ years’ experience as a People Manager in an IT production support/Service Desk environment
- Demonstrated proficiency with Microsoft Office suite.
- Experience with operating systems.
- Customer service focus and an understanding of delivering to agreed customer requirements.
- Ability to quickly build rapport.
- Ability to work as part of a team and to share knowledge to support service delivery.
- Proven ability to build and maintain strong working relationships with business and technology partners
- Ability to understand complex information and summarize it in a clear, concise fashion
- Strong understanding of Enterprise technology processes and procedures including Incident (primarily), Problem, and Change Management.

**ASW Offers**
- A diverse, inclusive, and supportive company culture
- Competitive remuneration
- Opportunity to collaborate and work with global clients and stakeholders
- Medical benefits
- Great Paid Leave entitlements
- Team outings, travel opportunities, company parties/events, and other exciting activities
- Exposure to an international environment, working with people across Malaysia, Vietnam, the Philippines, and Australia Industry and role-related training
- Ongoing career opportunities

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