IT Service Desk Lead # Worklocation - Malaysia

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.

Make an Impact by:

• Day to day accountability for the IT Service Desk function and ensuring an excellent IT service to Withers
• Worldwide Partners and staff.
• Maintain staff schedules to ensure IT Support continuity for 24/7
• 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.
• Act as the first point of escalation for performance issues within the team and customer related issues.
• Informing line management of any escalating issues in order that they may be resolved within reasonable time
• scales.
• 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 productsand 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.
• Set goals for performance, support and develop staff through regular coaching meetings, training needs
• analysis, development plans and appraisals.
• 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:

• Day to day accountability for the IT Service Desk function and ensuring an excellent IT service to Withers
• Worldwide Partners and staff.
• Maintain staff schedules to ensure IT Support continuity for 24/7
• 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.
• Act as the first point of escalation for performance issues within the team and customer related issues.
• Informing line management of any escalating issues in order that they may be resolved within reasonable time
• scales.
• 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.
• Set goals for performance, support and develop staff through regular coaching meetings, training needs
• analysis, development plans and appraisals.
• 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.

Rewards that Go Beyond:

• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Your Career Growth Starts Here. Apply Now!

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.