Job Description

Contract type: FULL_TIME

Salary: MYR72,000 - MYR108,000 per annum + Shift Allowances, OT Claims, Benefits

Location: Kuala Lumpur FULL_TIME

Consultant: Benjamin Chai

Job reference: A3QQ7Z-DA75F5A9

Date posted: 04 January 2024 kuala-lumpur tech-transformation/cloud-and-devops 2024-01-04 2024-03-04 it Kuala Lumpur MY MYR 72000 108000 108000 YEAR Robert Walters https://www.robertwalters.com.my https://www.robertwalters.com.my/content/dam/robert-walters/global/images/logos/web-logos/square-logo.png true

An exciting Senior Service Desk Analyst/Team Lead (IT Services) job opportunity has just become available at one of the leading IT services organisations based in Kuala Lumpur.

About the Senior Service Desk Analyst/Team Lead (IT Services) Role:
In this role, you will perform the function of the Tier One Service Desk adhering to ITIL process and within the time frames as per SLA management, leading a small team of service desk agent.

Key Responsibilities:

• Provide Tier One support to global clients
• Open incident, change request, and service request tickets throughout ticket life cycle, adhering to SLA commitments
• Ensure that tickets and clients are updated and documented as per Incident life cycle procedures
• Log all troubleshooting steps and statistics in the ticketing system
• Dispatch cases to Tier Two in a timely manner
• Manage, coach and train the service desk agents, reporting to the technical manager

To succeed in this Senior Service Desk Analyst/Team Lead (IT Services) role, you will be required to be equipped with good years of service desk experience, and ability to lead a team.

Key Requirements:

• At least five years of proven service desk experience
• At least one year of experience leading a team
• Any experience in telephony, network, telco related products is advantageous
• Commitment to service excellence with the ability to work in a fast-paced environment
• ITIL certification is a plus
• Able to work in a 12-hour shift arrangement, including one weekend

The successful candidate will join a company whose expertise has made it a leader in its field. This well-recognised brand offers a great work environment.

If you are keen to build your service desk expertise in a professional IT services environment, this Senior Service Desk Analyst/Team Lead (IT Services) role is right for you.

Email me at benjamin.chai@robertwalters.com.my to discuss this new opportunity.

Robert Walters