Senior Service Desk Support

Job description

Summary

The Senior Service Desk Support at Allianz Technology Malaysia, Regional Delivery Center (RDC) is responsible for delivering high-quality technical support to end-users and providing leadership and guidance to the service desk team. This role involves resolving complex technical issues, mentoring junior staff, and contributing to the continuous improvement of service desk processes. The ideal candidate will have extensive technical expertise, strong problem-solving skills, and a commitment to excellent customer service.

Role and Responsibilities

• Advanced Technical Support: Provide advanced technical support to end-users, resolving complex hardware, software, and network issues.
• Mentorship and Leadership: Mentor and guide junior service desk staff, providing training and support to enhance their technical skills and customer service capabilities.
• Issue Escalation: Serve as the primary point of escalation for unresolved issues, coordinating with other IT teams as necessary to ensure timely resolution.
• Process Improvement: Identify opportunities to improve service desk processes and contribute to the development and implementation of best practices.
  Documentation: Maintain accurate and detailed records of support requests, resolutions, and process improvements.
• Customer Service: Ensure high levels of customer satisfaction by delivering prompt, courteous, and effective support.
• Collaboration: Work closely with other IT teams to ensure seamless support and service delivery.
• Continuous Learning: Stay up-to-date with emerging technologies and industry trends to provide informed support and recommendations.
• Any other duties when deemed necessary. Completing projects on various issues when needed.
• Performance Dashboard Monitoring, analysis and escalation
• Prepare activity and statistics reports
• Advocate Self Service Capability & Promotes User Awareness
• Global Collaboration: Work with global teams to manage and deliver globally managed services. Coordinate with global teams to ensure alignment and consistency in service delivery.

Key Requirements

• Bachelor’s degree in computer science, information technology, or a related field, or equivalent work experience.
• Proven experience in a service desk or technical support role, with a track record of handling complex technical issues.
• Strong understanding of computer systems, networks, and applications.
• Proficiency in troubleshooting and resolving advanced IT issues.

Nice to have skills

• Familiarity with IT service management (ITSM) tools and practices.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Certifications in IT support or related areas (e.g., CompTIA A+, ITIL Foundation) are a plus.