Job Summary

The job holder is responsible for leading and motivating our Service Desk teams to serve customers as the single point of contact, ensuring consistent service delivery in accordance with committed KPIs and SLAs through telephone, email, and portal channels.

In addition, he/she also supports Service Desk operational systems and tools by gathering operational requirements, defining workflows and processes, coordinating with vendors and internal teams, and driving continuous enhancement to support current and future operational needs.

Job Responsibilities

• To ensure smooth delivery of defined service and committed service performance targets

• Provide tactical direction and guidance to team members to deliver T1 customer support for fault reporting, operational requests and enquires

• Act as an escalation point for major or critical incidents and coordinate with relevant resolver groups until resolution

• Establish and maintain Service Desk operating procedures, work instructions and operational policies

• Support internal and external audit activates to ensure compliance with respective requirements

• Define and design workflows, configurations and automation to improve operational efficiency and service quality

• Coordinate with vendors and internal stakeholders on solution design, testing, deployment and post-implementation support

• Ad hoc tasks as assigned

Job Requirements

• Higher Diploma or above in IT or related discipline

• Minimum 5 years of relevant Customer Service experience with at least 1 year in a supervisory role

• Strong knowledge of global telecommunications, data centre services, and ICT solutions

• Proven leadership experience with the ability to motivate, develop, and manage teams to achieve service performance targets

• Strong customer complaint resolution and stakeholder management capabilities

• Ability to translate business requirements into efficient and standardized operational processes and workflows

• Capable of working independently with minimal supervision

• Positive, proactive, and customer-focused mindset