Talent.com
Tawaran kerja ini tidak tersedia di negara anda.
Service Desk Team Lead

Service Desk Team Lead

Bureau Veritas North AmericaKuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan

Overview

Our people are ambitious and humble , believing in what they do and convinced that our purpose is shaping a world of trust . With responsibility and openness , they daily serve our 400.000 clients in 140 countries, to bettering society. Across all our businesses and countries, each one of our people leaves their mark in shaping society .

We believe that leaving a mark is a true challenge and opportunity for every one of us.

We believe that leaving a mark is a sign of trust and impact.

We believe that leaving a mark is a bond with the future.

We believe that leaving a mark is proof of growth and development.

Being part of the BV family, is more than just working, it’s being convinced that you will leave your mark... in shaping a world of Trust .

Key Responsibilities

  • Develop and maintain appropriate Service Desk methodology, processes, and procedures.
  • Proactively develop and build robust relationships with key stakeholders within the business at a Senior Level in scope.
  • Manage demand, capacity, and SLA adherence, balancing resources across shift patterns to ensure the desk and Back-office function is always adequately manned.
  • Build and maintain a healthy KPI and performance dashboard for the Global Service Desk, including SLA adherence, individual / team performance, Service Desk capacity, and workload metrics.
  • Act as an escalation point for requests and incidents within scope.
  • Actively lead the prioritization and sponsorship of Service Desk Projects that will add value to Bureau Veritas.
  • Grow the Global Service Desk Team in a way that is scalable and cost-effective, with responsibility for the recruitment and onboarding of new employees.
  • Provide support and personal development for the Global Service Desk Team – including training and development, mentoring, and coaching.

Required Skills And Knowledge

Technical

  • Expertise in IT service management frameworks, such as ITIL, and experience in implementing and optimizing IT support processes and technologies
  • Familiarity with IT support tools and technologies, including Service Desk software, remote support tools, and end-user computing solutions.

    • Non-Technical

  • Ability to work in remote international teams
  • Strong problem-solving, analytical, and decision-making skills.
  • Excellent communication, interpersonal, and stakeholder management abilities.
  • Ability to thrive in a fast-paced, dynamic, and diverse work environment.
  • English Language- Fluent

    • Education and Language Proficiency

  • Bachelor’s degree, preferably in Information Technology or related fields
  • English Language Fluent
  • Fluent in any other Specifically Required Languages (if applicable)

    • Join an inclusive, flexible and diverse company where you can thrive while contributing to positively transforming the world we live in.

    #ShapingaWorldofTrust #leaveyourmark

    #J-18808-Ljbffr

    Buat amaran kerja untuk carian ini

    Service Desk Team Lead • Kuala Lumpur, Kuala Lumpur, Malaysia