Senior Service Desk Lead - ICT Incident & Project Support

MISC Group

Kuala Lumpur

On-site

MYR 80,000 - 110,000

Full time

5 days ago

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Job summary

MISC Group in Kuala Lumpur seeks an Executive, Service Desk to deliver responsive ICT support to users. You will handle incidents, support service desk operations and contribute to knowledge management and user awareness.

You will also provide ICT project support, coordinate with vendors and business teams, and assist in enforcing ICT policies, security, disaster recovery and safety requirements. This role emphasizes proactive problem solving and customer service excellence across the

Qualifications

Bachelor’s degree in Information and Communication Technology or equivalent.
7 to 10 years of relevant experience in service desk or customer service support and project management.
Working knowledge of ICT incident and problem management, service facilities, service-level management and project management.
Strong issue-resolution, coordination and relationship-building skills.

Responsibilities

Provide first-level ICT support, expedite unresolved incidents and track progress to minimise business disruption.
Support continuous service desk operations and respond effectively to user issues and requests.
Maintain and improve the Service Desk Knowledge Database for recurring issues.
Conduct ICT best-practice and usage-awareness programmes.
Coordinate technical and logistical project activities with vendors, peers and business teams, including user training after implementation.