Senior Data Analyst

Reeracoen Recruitment; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading recruitment agency in Kuala Lumpur seeks a Desktop Support Assistant Team Lead to oversee a team of Desktop Support Engineers. The role involves managing support tasks, ensuring adherence to service level agreements (SLAs), and providing technical guidance. Ideal candidates will have a background in desktop support with excellent leadership skills, a strong focus on customer satisfaction and communications, and expertise in managing hardware and software issues. Join to drive a high-performance culture delivering superior technical support.

Qualifications

• Proven experience in a desktop support role with leadership responsibilities.
• Strong troubleshooting skills for hardware and software issues.
• Excellent communication skills for customer interaction.

Responsibilities

• Lead and manage a team of Desktop Support Engineers.
• Allocate and prioritize support tasks to meet SLAs.
• Act as the escalation point for complex technical issues.

Skills

Team Leadership

Technical Troubleshooting

Customer Service

Documentation Skills

Tools

Microsoft Windows

Microsoft Office

IT Hardware Peripherals

Job description

JOB SUMMARYThe Desktop Support Assistant Team Lead is responsible for overseeing a team of Desktop Support Engineers to ensure efficient delivery of technical support services for hardware, software, and network-related issues.

This role combines hands‑on technical expertise with leadership responsibilities, including task allocation, performance monitoring, and process improvement. The Assistant Team Lead ensures that all service requests are resolved within defined SLAs, escalates critical issues appropriately, and drives a culture of collaboration and customer satisfaction within the team.

Responsibilities

• Team Leadership and Supervision: Lead and manage a team of approximately 10 Desktop Support Engineers, providing guidance, mentoring, and performance feedback to ensure high service quality.
• Workload Management: Allocate and prioritize daily support tasks, ensuring timely resolution of incidents and requests in accordance with SLAs.
• Technical Escalation: Act as the escalation point for complex technical issues, providing advanced troubleshooting and coordinating with higher‑level IT teams when necessary.
• EUC Hardware Support: Oversee and support the installation, configuration, and troubleshooting of PCs, laptops, MacBooks, smartphones, tablets, printers, scanners, and other IT peripherals.
• Software and System Support: Ensure effective deployment, configuration, and troubleshooting of Microsoft Windows, Microsoft Office, and other client software applications.
• Process and Documentation Management: Maintain accurate documentation of incidents, resolutions, and team performance metrics to support continuous improvement and audit readiness.
• Project Coordination: Support and lead initiatives related to hardware refresh, software rollout, and other IT infrastructure projects, ensuring smooth execution within schedule and budget.
• Training and Knowledge Sharing: Conduct regular team training sessions to enhance technical skills and ensure adherence to company standards and best practices.
• Collaboration with IT Stakeholders: Work closely with infrastructure, network, and security teams to improve overall end‑user experience and operational efficiency.
• Customer Relationship Management: Maintain positive communication with end‑users, ensuring their technical issues are addressed promptly and professionally.
• Service Reporting: Track and report team performance, ticket resolution metrics, and user satisfaction trends to management.
• Ad Hoc Responsibilities: Perform additional duties or projects as assigned by management to support departmental and organizational objectives.