Service Desk Lead- Penang, Malaysia

Axiom Technologies is an Australia-based entity with a history of providing Managed IT solutions to medium to large-scale enterprises globally. Please visit our website for more information about what we do at www.axiomtechnologies.com.

Axiom Technologies is an Equal Opportunity Employer and encourage applicants from all backgrounds and gender to apply, including, Aboriginal and Torres Strait Islander candidates

Job Responsibilities

• Own the Service

• Own, manage and be accountable for service performance a specific customer contract(s)
  against the contracted OLA/SO.
• Be the single point of contact for the Service Delivery Manager(s)
• Represent the Service Desk at relevant meetings (organize and participate too monthly
  project reviews)
• Be involved in managing the contracted relationship with third party suppliers, where this is
  relevant
• Maintain good liaison with other delivery groups and teams
• Maintain good liaison with Service Manager to ensure they are satisfied with the services
  provided by the Service Desk
• Maintain an effective understanding of the customers’ business, business requirements, IT
  needs and how IT will support and enhance their business
• Review daily, weekly and monthly KPIs reports for the assigned customer account to ensure
  that service is delivered according to Global Service Desk standards (quality, productivity and
  time wise)

• Own the Operational Level Agreement

• Define and maintain a Service Description(s) and OLA/SO document(s) for an assigned
  customer account(s);
• Act as the escalation point for technical, process and OLA/SO issues raised by Service Desk
  teams;
• Plan, schedule and allocate work across teams so that the service provided to the customer
  is in accordance with the OLA/SO;
• Assess impact and validate/approve change of scopes (OLA/SO and/or scope of service);
• Manage Resources

• Review and analyze call volumes by hour and adjust resource levels and shifts accordingly;
• Identify and take appropriate actions based on daily, weekly and monthly KPI reports;
• Undertake resource planning and to assess impact of resource utilization on profit margins
  and budget;
• In conjunction with the Operations Manager determines how to best manage changes of
  scope for an assigned account(s) that will eventually impact the service delivered by the
  Service Desk;

• Lead and motivate the team

• Have direct involvement in the work being undertaken by the team;
• Provide technical advice to the team;
• Where the customer is global, liaise with counterparts from other global service desks, to
  ensure re-distribution of training/awareness;
• Carry out performances appraisals and assessments on a regular basis;
• Coach, develop and motivate team members;
• Perform call shadowing and additional coaching during the take on of new/ incremental
  business;
• Owning ticket performance of service desk against Incident and Change tickets.

• Main Deliverables

• Reports (If required as per contract)

• Other Responsibilities

• Good general management and business process skills and abilities;
• Presentation skills;
• Communication skills – both written and verbal;
• Flexible to work for multiple regional hours such as APAC, UK and US shift is a MUST.
  Working outside office hours (occasionally) and on standby duty (if applicable).
• Ability to develop good relationships with customers and assess their needs;
• Ability to remain calm under pressure and in crisis;
• Good Interviewing skills;
• Ability to provide on the job training to others;
• Good delegation skills;
• Good listening skills;
• Show awareness of wider implications of decisions;
• Ability to help identify development needs of staff and help them develop their
  competencies.
• Skills in organizing and assessing resource requirements for work activities.

Job Requirements

• Bachelor’s Degree in computer science or equivalent
• Qualified to ITIL foundation level;
• A technical qualification and a customer service qualification is desirable but not essential
• Required language(s): English.
• Able to converse in Mandarin will be an added advantage
• High degree of technical competence in the specific technologies relevant to the team;

Experience in a similar role

• 5 +years of relevant experience.

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.ph@axiomtechnogies.com