Job Code

JD-20598

JOB DESCRIPTION

Incident Management,Strong understanding of IT systems,software applications,Exceptional organizational and time-management skills,Project Management Incident Management,Strong understanding of IT systems,software applications,Exceptional organizational and time-management skills,Project Management --Minimum of 4 years of experience in a service desk or technical support role, with at least 2 years in a leadership position. Chinese: Gender: Female 1st priority Background: Must be from SaaS Environment Must have ITIL/ITSM, Must have experience setting up service desk from ground up (in terms of processors and NOT adaption) Experience: Minimum of 4 years of experience in a service desk or technical support role, with at least 2 years in a leadership position. • Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. ITIL certification is highly preferred. • Technical Skills: Strong understanding of IT systems, infrastructure, and software applications. Proficiency in IT service management (ITSM) tools and ITIL process. • Leadership Skills: Proven ability to lead, motivate, and develop a team. Excellent decision-making and problem-solving skills. • Customer Focus: Strong customer service orientation with excellent communication and interpersonal skills. • Analytical Skills: Ability to analyze performance metrics and make data-driven decisions. • Organizational Skills: Exceptional organizational and time-management skills with the ability to manage multiple priorities. • Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate technical issues to non-technical stakeholders. • Adaptability: Ability to work in a fast-paced environment and adapt to changing business needs. • Project Management: Demonstrated experience in building a new service desk team from the ground up, including recruiting, training, and establishing processes and standards.

Experience Required

4 - 6 Years

Industry Type

IT

Employment Type

Permanent

Location

Malaysia

Roles & Responsibilities

Leadership and Management,Lead, mentor, and manage the service desknteam, fostering a positive and productive work environment,Oversee the daily operations of the service desk, ensuringntimely and efficient resolution of technical issues within SLA.,Maintain high levels of customer satisfaction by ensuringnservice desk team members provide exceptional support and follow-up,Develop, implement and evergreen service desknpolicies, procedures, and best practices to improve efficiency and servicenquality,Monitor and analyze service desk performancenmetrics, generating reports and providing recommendations for improvements,Manage major incidents, ensuring timelyncommunication and resolution, and conduct post-incident reviews to identifynareas for improvement,Training and Development,Identify training needs and coordinate trainingnprograms for service desk staff to enhance their skills and knowledge,Performnthe needful training to suppliers and buyers,Work closely with internal IT teams, departments,nand external vendors to ensure seamless service delivery and support,Stay updated with the latest industry trends, technologies,nand best practices to continually enhance the service desk operations,Proven ability to lead, motivate, and develop a team,Strong customer service orientation with excellentncommunication and interpersonal skills,Ability to analyze performance metrics and make data-drivenndecisions,Ability to work in a fast-paced environment and adapt to changingnbusiness needs

Expertise & Qualification

Possess the knowledge and experience to build a new servicendesk team from scratch as a project, including recruitment, training, and processnimplementation,Proficiency in IT service management (ITSM) tools and ITILnprocess,Excellent decision-making and problem-solving skills,Demonstrated experience in building a new service desknteam from the ground up, including recruiting, training, and establishingnprocesses and standards