Service Desk Lead

4 days ago

Bangsar South, Malaysia TENTACLE TECH SSO SDN BHD Full time

Core Responsibilities:

· Manage a team of ServiceDesk to ensure adequate resources to cover 24x7 support and delivery

· Establish and enforce quality customer service delivery

· Ensure compliance with agreed service level agreements for internal and external stakeholders

· People management of the ServiceDesk team to manage staff KPI, quality and compliances

· Ensure ServiceDesk operation manual, faq, runbook, cookbook and documentation is up to date

· Ensure annual ServiceDesk BCP conducted in orderly mannered and achieve the intended target

· Track and analyze trend of ServiceDesk achievement to provide improvement plan

· Identify, recommend, develop, and implement staff training programs to increase IT literacy and self-sufficiency.

· Work closely with ITSM tools team (ticketing system) for system functions improvement, FAQ, Knowledge Management, reporting and self service system

· Work closely with Pre-Sales for new ServiceDesk request and service opportunities to provide ServiceDesk offering, financial and service description

· May required to do demo, RFP presentation and ServiceDesk solutioning for new RPP

· Participate in internal or external audit to achieve ISO compliance or internal audit compliance

· Participate in the CSAT and internal staff survey to derive areas of improvement and achievement

· Provide weekly, monthly, annual SLA reporting and presentation on servicedesk operation

Desired Certifications

· ITIL foundation v4

· ITIL specialist v4 certification

· ITSM ticketing (Helix, Manage Engine, Servicenow, etc)

Requirements:

· Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.

· 5-8 years of experience in ServiceDesk Operation and Management.

· Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be added advantage.

· Experience in End User Computing support and delivery including remote support, onsite support and resident engineer

· Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service/support.

· Driven and able to multi-task, strong time management skills and strong team player.

· Required Language(s): Cantonese, English, Mandarin

Willing to work on shift rotations and standby.

Job Type: Contract

Contract length: 12 months

Pay: RM7, RM8,000.00 per month

Language:

  • Mandarin (Required)

Work Location: In person

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