Job Description

Requirements

Candidate must possess at least a Professional Certificate, Diploma , Advanced / Higher / Graduate Diploma or Certificate in IT related field or equivalent Fluent in Bahasa Malaysia and English At least 5 years and above related working experience Strong analytical and problem-solving skills Able to work independently and effectively in a team environment Able to lead a team Posses Own transport

Responsibility

1.

Service Desk Operations Management

Oversee the daily operations of the Service Desk team to ensure prompt incident and service request handling.

Ensure all tickets are resolved in compliance with established SLAs and KPIs.

Implement and manage incident, request, and escalation processes following ITIL or industry best practices.

2.

Team Leadership & Development

Lead, mentor, and coach a team of Service Desk Agents and Team Leads.

Manage team scheduling, workload balancing, and resource allocation to maintain service coverage.

Conduct regular performance reviews and provide ongoing feedback and development plans.

3.

Customer Service & Stakeholder Management

Maintain a strong customer service focus within the team.

Act as the escalation point for unresolved or critical incidents and requests.

Engage with internal teams and external vendors to coordinate resolution of complex technical issues

.

4.

Service Quality Monitoring & Reporting

Monitor key service desk performance metrics and report regularly to management.

Analyze service desk trends and develop action plans to improve first-call resolution and response times.

Ensure knowledge base and documentation are up to date and used effectively by the team.

5.

Continuous Improvement & Process Enhancement

Drive continuous improvement in service desk processes and support models.

Identify and implement automation opportunities and self-service tools to reduce manual workloads.

Promote and apply ITIL processes across the Service Desk team.

6.

Training & Knowledge Management

Organize training sessions for the team on new technologies, processes, and customer service skills.

Ensure team members are equipped with the necessary tools and knowledge to perform their roles efficiently.

Benefits

KWSP / SOCSO included Min. 12 annual leave per year Medical coverage Yearly Team Building/ Annual Dinner
Job Type: Contract
Contract length: 12 months

Pay: RM4,000.00 - RM6,000.00 per month

Benefits:

Opportunities for promotion Parental leave Professional development
Location:

Kuala Lumpur (Preferred)
Willingness to travel:

100% (Preferred)
Work Location: On the road

Expected Start Date: 09/02/2025