Service Desk Lead
Accenture · Petaling Jaya, Plaza 33
Full-timeonsiteleadTechTechnology
รายละเอียดงาน / Description
Based in Malaysia, the Service Desk Lead oversees team performance and drives incident resolution to ensure seamless IT service delivery. You will manage outage investigations, monitor system health, and collaborate with multidisciplinary units to resolve operational challenges. In addition, this position is responsible for upholding service level agreements and tracking production changes in a fast-paced corporate environment.
หน้าที่ความรับผิดชอบ / Responsibilities
- Lead incident and outage resolution processes to guarantee swift recovery
- Track production system performance and analyze operational trends to avoid disruptions
- Oversee and approve updates or changes made to live environments
- Maintain IT production services in accordance with established service level agreements
- Partner with various functional teams to support continuous and efficient service delivery
คุณสมบัติ / Qualifications
- Bachelor's degree in a relevant academic discipline
- At least 2 years of relevant experience in service desk functions
- Strong expertise in service desk leadership and management
- Proven capabilities in delivering remote technical support
ทักษะที่ต้องการ / Required skills
- Service Desk Management
- Remote Technical Support
- Incident Management
- SLA Management
ทักษะเพิ่มเติม / Nice to have
- Customer Service Operations
- Workstation Support
- Problem Solving
- Communication
- Process Improvement