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Service Desk Shift Lead

Malaysia Temporary MYR8,500 - MYR12,000 per month (MYR102,000 - MYR144,000 per year) View Job Description
The Service Desk Shift Lead will oversee the daily operations of the service desk team, ensuring efficient and effective support for all technology-related issues. This role requires strong leadership skills and the ability to manage and resolve technical challenges in a fast-paced Technology & Telecoms industry environment.
  • Opportunity to manage a team of service desk specialists
  • Opportunity to work in international cross functional teams

About Our Client

The hiring company is a medium-sized organization within the Technology & Telecoms industry, known for offering reliable and innovative technology solutions. Their team is committed to providing high-quality services and fostering professional growth.

Job Description

  • 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

The Successful Applicant

A successful Service Desk Shift Lead should have:

  • 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.

What's on Offer

  • Contract: 1 year
  • Medical Benefits
  • Opportunity to work in a MNC with cross functional teams
  • Engaging and supportive work environment.



If you are ready to take on this exciting opportunity as a Service Desk Shift Lead, we encourage you to apply now!

Contact
Charlene Fernandez
Quote job ref
JN-112025-6885182
Phone number
+60323024024

Job summary

Function
IT
Specialisation
Infrastructure
What is your area of specialisation?
Technology & Telecoms
Location
Malaysia
Contract Type
Temporary
Consultant name
Charlene Fernandez
Consultant contact
+60323024024
Job Reference
JN-112025-6885182

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.