**IT Service Desk Lead**:**Date**:18 May 2024**Location**: Regional Delivery Centre - Malaysia, Malaysia**Company**:Singtel Group- At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all._**Be a part of something BIG!****Make an Impact by**:- Monitor, audit, report and analyse the health of the IT Service Desk function using ticket- related performance KPIs. Provide regular and ad hoc status updates to line management.- Deliver end-to-end support in accordance with IT service management procedures.- Act as the communications lead following an agreed major incident procedure, and to be responsible for service-related communications.- Identify improvement opportunities and work with line management to implement programs that enhance IT Service Desk operations, customer satisfaction with IT and overall usage of the company's technology products and services.- Monitor queues, calls and interactions of the IT Service Desk staff including the ticketing system, documentation and escalations to ensure that all interactions and escalations meet established criteria and are documented appropriately.- Proactively learn and train other staff members on new product and service technologies.- Ensure that IT asset inventories are maintained, ensuring records are kept fully up to date.- Supervise the production and maintenance of technical documentation and articles for the knowledge base.- Perform technical support functions via phone, self-help portal and remote connection as required.**Skills for Success**:- Gradudate in Degree of Computer Science, Information Technology, Computer Engineering or equivalent discipline.- Minimum 4 years+ experience of supervising a busy, well-structured and mature IT Service Desk.- Experience in Incident, Request, Major Incident and Problem Management gained in an ITIL-based organisation. It is expected that the post-holder will have relevant ITIL qualifications.- Experience of working with / optimizing an ITSM tool (Top Desk or similar).- Good technical knowledge of Windows 10 Professional, Microsoft 365, Microsoft Active Directory, Exchange and SCCM- Detailed knowledge of the Microsoft Office 2010/13/16 Suite including installing, configuring and support within a network environment- Good technical knowledge of remote working technologies - Citrix, VPN and DUO Administration.- Good technical knowledge of supporting video conferencing systems and telephone systems.- Configuration, analysis and diagnostics of PC, Printer and Laptop faults.- Play a leading role in the delivery of IT Projects and Initiatives, working closely with peers as required.- Works with a global mindset with service and user experience at the forefront.**Rewards that Go Beyond**:- Full suite of health and wellness benefits- Ongoing training and development programs- Internal mobility opportunities**We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.
