Service Desk Lead

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia PERSOLKELLY Workforce Solutions Malaysia Sdn Bhd Full time

Title: Service Desk Lead

Reports to: ITSM Lead

Job Description:

This role is the single point of contact to lead in the functions and operations of the Servicedesk team. He/She will actively participate in design, implementation, management, customer service and monitoring of service level standard and compliance. The role encompasses closely working with internal and external stakeholder to ensure business requirements are achieved and continual process improvement.

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.

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