Senior Executive Service Desk

Courts (Malaysia) Sdn Bhd; Kuala Lumpur; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading electronics retailer in Kuala Lumpur is seeking a Service Desk Manager to oversee service desk performance and ensure high levels of customer satisfaction. The ideal candidate will have 3 to 5 years of experience in ITIL and service desk support, strong skills in Google Workspace and Microsoft O365. This role offers attractive remuneration and comprehensive benefits. Further, the candidate will manage incident resolution and generate performance reports, contributing to ongoing service improvements.

Benefits

Attractive remuneration

Comprehensive benefits

Staff discounts

Qualifications

• 3 to 5 years of experience in ITIL and service desk support.
• Ability to provide extended support during business hours.
• Strong experience with Google Workspace and Microsoft O365.

Responsibilities

• Manage Service Desk performance to meet service levels.
• Ensure timely resolution of incidents and requests.
• Generate reports and performance dashboards for the IC team.

Skills

ITIL

Service desk support

Google Workspace

Microsoft O365

Problem-solving

Education

University degree

Tools

Navision ERP

Business Central

Job description

Role Objective

Ensure that help desk staff use and maintain incident/problem management databases or other help desk software so that help desk activities and performance can be monitored and tracked.

Key Responsibilities

• 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 Service Desk.
• Generate periodic reports and performance dashboards for presentation to the IC team to improve quality of service.
• Identify and rectify repeated incidents through problem and change management procedures.
• Train, coach and mentor Service Desk analysts and engineers.
• Collaborate with Level 2 support and vendors to ensure timely resolution of issues.
• Escalate issues when necessary and work with Level 2 support and vendors to troubleshoot and resolve according to Service Level Agreements.
• Ensure smooth handover of open IC Service Desk incidents and service requests during shift changes so that tasks can be followed up and completed in the subsequent support period.
• Hold regular meetings with the Service Desk team to discuss pressing issues and share the latest updates and process changes.
• Administer and maintain the availability of Support Works (Service Desk system).
• Remain flexible to undertake any other assignments assigned by the Head of IC S from time to time.

Key Requirements

• University degree.
• 3 to 5 years of experience in ITIL and service desk support.
• Ability to provide extended support during business hours.
• Strong experience with Google Workspace and Microsoft O365.
• Knowledge of Navision ERP system or Business Central is an added advantage.

Attractive remuneration, a dynamic working environment, comprehensive benefits and staff discounts.