Senior Executive - Service Desk

COURTS MALAYSIA


Date: 3 weeks ago
City: Sepang
Salary: MYR 5,000 - MYR 6,000 per month
Contract type: Full time
Job Responsibility

  • 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 the Service Desk.
  • Generate periodic reports and performance dashboards to be presented to the ICS team in order to improve quality of service.
  • Ensure that repeated incidents are identified and rectified through problem and change management procedures.
  • Train, coach, and mentor Service Desk Analysts / Engineers.
  • Work closely with peers from Level 2 support and/or vendors to ensure timely resolution of reported issues.
  • Ensure timely escalation of issues when necessary and work closely with Level 2 support and/or vendors to troubleshoot and resolve issues as per Service Level Agreements.
  • Ensure smooth handover of open ICS Service Desk incidents and service requests during shift changes so that these tasks can be followed up and completed in the subsequent support period.
  • Conduct regular meetings with the Service Desk team to discuss pressing issues and share the latest updates and any changes to current processes.
  • Administer and maintain the availability of Support Works (Service Desk system).
  • Flexible and able to undertake any other assignments assigned by Head of ICS from time to time.

Job Requirements

  • University Degree.
  • 3 to 5 years of experience in ITIL and service desk support
  • Ability to provide extended support during business hours
  • Well experience in Google Workspace and Microsoft O 365
  • Knowledge in Navision ERP system, or Business Central will be added advantage

Job Benefits

  • Annual Leave
  • EPF
  • SOCSO

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