Service Desk Lead: Escalations, Coaching & Cross‑Region Support

EXEO Global Pte Ltd; Kuala Lumpur; Sur place; MYR 48 000 - 72 000; Plein temps

Résumé du poste

EXEO Global Pte Ltd is seeking a Service Desk Analyst to support daily service desk operations in a NOC environment. You will lead L1 support, manage customer queues, escalate and resolve cases to improve customer satisfaction, and coordinate with Engineering, Support teams, and vendors.

Responsibilities include case intake, escalation management, RCA & coaching, and cross-region handovers in a follow-the-sun setup.

Qualifications

• Diploma qualifications in IT, business, communications, hospitality or related disciplines.
• 2–5 years of customer-facing experience in service desk/coordination environments.
• Strong customer service mindset and clear, empathetic communication.

Responsabilités

• Case Intake & Management: Monitor requests, classify to meet SLA, manage cases to resolution, troubleshoot with standard responses and remote tools, coordinate dispatch and vendor support, escalate by severity.
• Escalation Management: Review case details, coordinate with teams, define next steps, follow escalation process, hand over between shifts, keep stakeholders updated.
• Quality, RCA & Coaching: Support RCA and post-mortem reviews, coach L1/L2 teams, adapt to shifting priorities.
• Cross-Region Collaboration: Coordinate with regional NOC Managers, ensure clean handovers in follow-the-sun model, provide report packs.

Connaissances

Customer service mindset

Empathetic listener

Attention to detail

Problem solving

Communication skills

Multi-tasking

Accountability

Organizational skills

Formation

Diploma in Information Technology

Diploma in Business Administration

Diploma in Mass Communication

Diploma in Hospitality or related disciplines

Description du poste

EXEO Global Pte Ltd is seeking a Service Desk Analyst to support daily service desk operations in a NOC environment. You will lead L1 support, manage customer queues, escalate and resolve cases to improve customer satisfaction, and coordinate with Engineering, Support teams, and vendors.

Responsibilities include case intake, escalation management, RCA & coaching, and cross-region handovers in a follow-the-sun setup.