Overall management of Service Desk performance to ensure service levels and customer satisfaction are achieved or exceeded.
Responsible for timely resolution of incidents and requests submitted to the Service Desk.
Generate periodic reports and performance dashboards to be presented to the ICS team in order to improve quality of service.
Ensure that repeated incidents are identified and rectified through problem and change management procedures.
Train, coach, and mentor Service Desk Analysts / Engineers.
Work closely with peers from Level 2 support and/or vendors to ensure timely resolution of reported issues.
Ensure timely escalation of issues when necessary and work closely with Level 2 support and/or vendors to troubleshoot and resolve issues as per Service Level Agreements.
Ensure smooth handover of open ICS Service Desk incidents and service requests during shift changes so that these tasks can be followed up and completed in the subsequent support period.
Conduct regular meetings with the Service Desk team to discuss pressing issues and share the latest updates and any changes to current processes.
Administer and maintain the availability of Support Works (Service Desk system).
Flexible and able to undertake any other assignments assigned by Head of ICS from time to time.
Job Requirements
Good communication skills in English & Bahasa Malaysia
University Degree.
Candidate possesses at least a Certificate / Diploma or above
3 to 5 years of experience in ITIL and service desk support
Ability to provide extended support during business hours
Well experience in Google Workspace and Microsoft O 365
Knowledge in Navision ERP system, or Business Central will be added advantage
