Team Lead – IT Service Desk & End User Computing (EUC)

Position Title : Team Lead – IT Service Desk & End User Computing (EUC)

Location : Kuala Lumpur, Malaysia

Role Duration: 12 months (extendable)

Working Location

• IOI City Mall (Putrajaya)
• Menara Sentral KL

Working Hours

Not to exceed 9 hours/day or 40 hours/week (inclusive of lunch break), Monday to Friday (excluding weekends and public holidays).

Role Overview

This role is responsible for leading the IT Service Desk and End User Computing (EUC) operations, ensuring effective day-to-day support delivery, adherence to SLA/KPI targets, and a high level of end-user satisfaction.

The Team Lead manages daily operations, supports and guides the team, acts as the primary escalation point, and provides hands-on technical support when required.

Roles and Responsibilities

Service Desk Operations

• Lead, coach, and mentor team members to meet performance goals.
• Manage BAU and ad-hoc task assignments and ensure proper workload distribution.
• Ensure all incidents and service requests are logged, tracked, and resolved within agreed SLA/KPI.
• Oversee ticket queue on a daily basis, including unattended and aging tickets, and follow up with team members for timely resolution and updates.
• Act as the primary escalation point for high-priority incidents and requests.
• Coordinate with internal IT teams on application releases, system changes, and operational activities.
• Act as the liaison between vendor and Digital+ for operational matters.
• Provide guidance and assist in troubleshooting more complex issues where required.
• Monitor team attendance and ensure sufficient resource coverage at all times.
• Ensure proper handover of tasks during team members absence (leave, MC, etc.).
• Support onboarding and offboarding activities for end users.
• Maintain and update knowledge base documentation and ensure proper ticket documentation.
• Analyze recurring issues and highlight improvement opportunities to reduce repeat incidents.
• Provide hands-on support when required, including:
• Responding to users via phone, email, chat, or onsite support
• Troubleshooting hardware, software, and basic network issues
• Logging, updating, and escalating tickets in ServiceNow
• Supporting end-user devices such as laptops, desktops, and peripherals
• Prepare basic operational reports on ticket status and team performance.
• Attend cross-departmental meetings, training, and seminars.

End User Support – Escalation

• Provide Level 2 support for PCs, notebooks, software, IP phones, tablets, smartphones, printers, LAN/WAN, and peripherals.
• Diagnose and troubleshoot issues using appropriate IT tools.
• Escalate to 3rd-level support when necessary.
• Ensure issues are handled in line and compliance with IT standards and processes.
• Track licenses, warranties, and service agreements.

Tools and Platforms

• ServiceNow ITAM/SAM/HAM
• SCCM
• SharePoint
• Microsoft AD tools

Interested candidates can connect on +6586533349 (WhatsApp chat only)