Save Job Back to Search Job Description Summary Similar JobsOpportunity to lead a team of Service Desk professionalsOpportunity to work in global cross functional teamsAbout Our ClientThe company is a well-established organization in the Technology & Telecoms industry. Known for its innovative approach and commitment to excellence, the company provides a supportive environment to its employees and values their contributions.Job DescriptionLead and manage the Service Desk team, ensuring adequate staffing and resource allocation to support 24×7 operations and service delivery.Establish, implement, and enforce quality standards for customer service delivery.Ensure full compliance with agreed Service Level Agreements (SLAs) for both internal and external stakeholders.Manage Service Desk personnel, including KPI tracking, performance quality oversight, and compliance adherence.Ensure all Service Desk documentation-including operation manuals, FAQs, runbooks, cookbooks, and guides-is accurate and kept up to date.Oversee the annual Service Desk Business Continuity Plan (BCP) exercises, ensuring they are executed properly and achieve targeted outcomes.Monitor and analyze Service Desk performance trends to develop improvement plans and operational enhancements.Identify, recommend, and implement staff training programs to improve IT literacy and enhance user self-sufficiency.Collaborate closely with the ITSM tools team to enhance system functionality, FAQs, knowledge management, reporting, and self-service tool capabilities.Coordinate with Pre-Sales teams on new Service Desk requests and opportunities by providing service offerings, cost estimations, and service descriptions.Conduct demos, RFP presentations, and contribute to Service Desk solutioning for new proposals when required.Participate in internal and external audits, supporting ISO compliance and internal audit requirements.Participate in CSAT and internal staff surveys, helping identify strengths and areas for improvement.Prepare and deliver weekly, monthly, and annual SLA reports and presentations on Service Desk operations.The Successful ApplicantA successful Service Desk Lead should have: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 engineerGood 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, MandarinWilling to work on shift rotations and standby.ITIL foundation v4 CertificationITIL specialist v4 certificationITSM ticketing (Helix, Manage Engine, Servicenow, etc)What's on OfferContract: 1 yearMedical BenefitsOpportunity to work with global teamsBe part of a large organization with a focus on innovation.This is an excellent opportunity for a Service Desk Lead to advance their career in the Technology & Telecoms sector. Apply now to kickstart your new journey!ContactCharlene FernandezQuote job refJN-112025-6885177Phone number+60323024024Job summaryFunctionITSpecialisationInfrastructureWhat is your area of specialisation?Technology & TelecomsLocationMalaysiaContract TypeTemporaryConsultant nameCharlene FernandezConsultant contact+60323024024Job ReferenceJN-112025-6885177
