This job offer is not available in your country.

IT Service Desk Team Lead

Agensi Pekerjaan Reeracoen Malaysia Sdn. Bhd.Kuala Lumpur, Kuala Lumpur, Malaysia

17 hours ago

Job description

Key Responsibilities

Provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests.

Team Leadership

Supervise, mentor, and motivate service desk analysts.

Monitor team performance, ticket queues, and workload distribution.

Conduct training sessions and performance reviews.

Foster a collaborative and customer-focused work environment.

Technical Expertise

Provide L2 / L3 technical support for hardware, software, network, and system-related issues.

Troubleshoot complex IT problems and escalate to higher-level support when necessary.

Ensure timely incident resolution in line with defined SLAs.

Business Awareness : Develop an understanding of the customer’s environment and service delivery requirements to ensure the delivery of first-class service.

Process : Document all actions taken in resolving customer inquiries, ensuring that established processes and systems are consistently followed.

Problem Solving : Take ownership of customer issues by actively listening, asking relevant questions, and resolving known problems within required timescales.

Recognize when problems are beyond own expertise and escalate appropriately to ensure resolution.

Service Level : Escalate issues when necessary to meet or exceed service level agreements (SLAs) and customer expectations. Monitor performance through regular statistical reporting and analysis.

Personal Development : Take ownership of personal learning and growth by maintaining a clear development plan and actively pursuing opportunities to build technical and professional skills.

#J-18808-Ljbffr

Create a job alert for this search

Service Team Lead • Kuala Lumpur, Kuala Lumpur, Malaysia

Related jobs

Promoted

Client Service Team Lead (Hybrid)

citi.comKuala Lumpur, Kuala Lumpur, Malaysia

Citi's Investor Services provides a comprehensive suite of services across over 100 markets globally, supporting significant product and client growth in local and global products including Custody...Show moreLast updated: 2 days ago

Team Lead, Customer Service

GoGoXKuala Lumpur, Kuala Lumpur, MY

Quick Apply

What You Will Deliver Deliver high quality customer service standards through timely and effective resolution of customer feedback. Improve and innovate customer service procedures, policies, and st...Show moreLast updated: 30+ days ago

Promoted

Senior IGA Consultant

Kloudynet TechnologiesKlang City, Selangor, Malaysia

Kloudynet is a leading cybersecurity company with a strong partnership with Microsoft.As a Microsoft Solutions Partner in Modern Work and Security, we hold advanced specializations across key areas...Show moreLast updated: 1 day ago

Promoted

Asia Portfolio Leader (APL), Industrial Specialties Division Packaging, Safety & Industrial Bus[...]

3MSepang, Sepang, Malaysia

The area portfolio leader for Asia ISD Packaging will be responsible for driving growth and profitability of the packaging tapes business in Asia through area product marketing leadership role.The ...Show moreLast updated: 2 days ago

Promoted
New!

IT Team Lead

PERSOLKELLY Workforce Solutions Malaysia Sdn BhdPetaling Jaya, Selangor, Malaysia

Position : Digital Workplace Team Lead.Employment Type : 12-month contract via PERSOL (renewable based on performance).Working Hours : Mon – Fri, 7 : 00 AM – 4 : 00 PM | Weekends : Standby support only.Sal...Show moreLast updated: 5 hours ago

Promoted
New!

Service Desk Analyst

SLBPetaling Jaya, Selangor, Malaysia

We are a global technology company, driving energy innovation for a balanced planet.Together, we create amazing technology that unlocks access to energy for the benefit of all.Our inclusive culture...Show moreLast updated: 5 hours ago

Promoted
New!

Customer Service Team Lead

Nu Skin (Malaysia) Sdn BhdNovotel Kuala Lumpur City Centre, Kuala Lumpur, Malaysia

Reporting to : Supervisor, Experience Center.Handles distributors' enquiries & orders processing.Assist to oversee daily operations of Distributor Center. Assist to maintain general upkeep of Distrib...Show moreLast updated: 5 hours ago

Promoted
New!

Team Lead, Customer Due Diligence Operations

Centauri Services And Technology Sdn. Bhd.Kuala Lumpur, Kuala Lumpur, Malaysia

Centauri Services and Technology Sdn.OK Group, an international conglomerate specialising in fintech and blockchain technology. OK Group is most known for OKX—one of the world's largest digital asse...Show moreLast updated: 5 hours ago

Promoted
New!

Senior Product Manager - AI AdOps Copilot (REMOTE)

MonetizeMoreSepang, Sepang, Malaysia

MonetizeMore is a global leader in ad tech, providing solutions that help publishers maximize their ad revenue while maintaining transparency, user trust, and brand safety.We are committed to shapi...Show moreLast updated: 17 hours ago

Promoted
New!

IT service desk intern

Nexroar solutions sdn bhdKuala Lumpur, Kuala Lumpur, Malaysia

Provide first-level technical support to users via phone, email, or ticketing system.Troubleshoot hardware, software, and network-related issues. Assist in installing, configuring, and maintaining s...Show moreLast updated: 5 hours ago

Promoted

Regional Lead, Member Engagement and Experience (MEE) - Europe

IFACKlang Municipal Council, Klang Municipal Council, Malaysia

Regional Lead, Member Engagement and Experience (MEE) - Europe.During 2024 IFAC shifted its strategic focus to maximizing member value and experience. The Member Value Proposition (MVP) was created ...Show moreLast updated: 2 days ago

Promoted
New!

IT Help Desk Engineer

CGP PersonnelKlang, Selangor, Malaysia

Working Arrangement : Work in Office.Working Hours : Monday - Friday (9.Provide day-to-day technical support to end users, ensuring smooth operations of computers, mobile devices (e.PDAs), network eq...Show moreLast updated: 5 hours ago

Promoted
New!

Senior Engineer

Zonberation GroupKuala Lumpur, Kuala Lumpur, Malaysia

Senior Service Desk Engineer ( on site position).Federal Territory of Kuala Lumpur, Malaysia.We are seeking three highly skilled and experienced Senior Service Desk Engineers to join our dynamic IT...Show moreLast updated: 5 hours ago

Promoted
New!

Customer Service Team Leader

Kimberly-ClarkPetaling Jaya, Selangor, Malaysia

Customer Service Team Leader (Global Business Services).You're not the person who will settle for just any role.Because we're out to create Better Care for a Better World, and that takes a certain ...Show moreLast updated: 5 hours ago

Promoted
New!

Service Desk Analyst

Bureau Veritas (M) Sdn BhdNovotel Kuala Lumpur City Centre, Kuala Lumpur, Malaysia

Acting as a first point of contact to support users reporting issues, requesting information, access, or other services.Providing technical voice L1 support to global end users.Ensuring correct log...Show moreLast updated: 5 hours ago

Promoted
New!

CyberSOC Team Lead

PROVINTELL Cyber SecurityPetaling Jaya, Selangor, Malaysia

Lead 24x7 security operations center in managing threat analysts for enterprise threat intelligence and incident response. Oversee threat intelligence platform operations, security orchestration, au...Show moreLast updated: 5 hours ago

Promoted
New!

IT Service Delivery Manager

AIR LIQUIDE BUSINESS SERVICES SDN BHDPetaling Jaya, Selangor, Malaysia

ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procuremen...Show moreLast updated: 5 hours ago

Promoted
New!

Senior Team Leader

Welsend MalaysiaKuala Lumpur, Kuala Lumpur, Malaysia

We are looking for a dedicated and personable Senior Team Lead to join our team.The ideal candidate will manage and guide a team of customer service representatives across multiple communication ch...Show moreLast updated: 5 hours ago