Service Desk Manager (Mandarin Speaker)

Service Desk Manager (Mandarin Speaker)

Kuala Lumpur
5-10 years
Not Specified

Job Description

Major Responsibilities:
Manage the performance of services to customers (24/7 Desk), ensure that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded;
Ultimate responsibility for ownership of all customer’s incidents or logged service requests;
Track the incidents to conclusion in line with SLAs and quality standards;
Manage critical customer’s incidents, associated to customer communication, activities and any appropriate escalations;
Provide information about incidents analysis and KPIs;
Build services relationship with customers and conduct service reviews for key customers. Review performance reports, service improvements, service quality and processes;
Provide management and performance reports.
Reliable even after office hours, late night meetings & weekend standby if required.
- Track on daily team member performance and activities
Manage and collaborate with third party suppliers and ensure that their performance and provision of services and quality are in line with our expectations and enable us to meet or exceed service levels;
Measure, monitor and work to drive down incident levels. This will relate to Product and Customer problems. Ensure that the Service Desk actively participates in improving the usability and reliability.
Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities;
Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers;
Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers; Contribute to the success of the business and assist in improving the overall customers experience within the team;
Ensure that the FedEx Mission and Vision, strategy and business plan are understood by all the team;
Meet goals and KPIs as set by the line manager;
Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly;
Review aspects for improvement with own practices and processes and ensure that communication takes place across the whole area of responsibility.
Requirements &Skills:

Education to degree level preferably in IT/Management
ITIL qualification is highly appreciated;
At least 3-4 years’ experience of managing a Service Desk;
-At least 3-year experience in managing people
Proficiency in English &Mandain &Bahasa Melayu
Personal Potentiality:

Excellent interpersonal, communication and analytical skills; Team working;
Planning, organization and management of the work;
Precision, reliability, dynamism and flexibility.

Work Location: KL, Malaysia


HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 4.7 billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies ( ) and HCL Infosystems (

The 3 decade old enterprise, founded in 1976, is one of India's original IT garage start ups. Its range of offerings span R&D and Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems Integration and Distribution of Technology and Telecom products in India. The HCL team comprises 53,000 professionals of diverse nationalities, operating across 18 countries including 360 points of presence in India. HCL has global partnerships with several leading Fortune 1000 firms, including several IT and Technology majors.

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