Job Description

Title: ServiceDesk Shift Lead

Core Responsibilities:

Manage a team of ServiceDesk analyst to ensure adequate resources to cover 24x7 support and delivery Organizing the shift schedules Monitoring attendance, tardiness and time off Assigning duties to specific employees based on role and skills Supervising the shift ServiceDesk analyst and assisting with task as necessary Provide guidance, mentor and training to junior staff Conduct regular performance reviews of the ServiceDesk team and provide feedback to management Training new staff and plan existing staff internal development program Handling customer issues and escalation Adhering to company security and safety standard 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 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 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. 3-5 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: RM4,000.00 - RM5,000.00 per month

Language:

Cantonese (Required) Mandarin (Required)
Location:

Bangsar South (Required)
Work Location: In person