JOB DESCRIPTION •
(MY) Helpdesk Support Manager
Job Type:
Full time
Location:
KL Ecocity, Bangsar
Key Responsibilities:
1. Team Leadership
1. Team Leadership
- Manage and mentor helpdesk staff, ensuring technical proficiency and professional growth.
- Conduct performance reviews, training programs, and resource planning.
2. Service Desk Operations
- Oversee daily helpdesk activities and ensure SLA compliance.
- Implement ITIL-based processes for Incident, Problem, and Change Management.
- Administer and optimize ITSM tools
3. Technical Oversight
- Handle escalations for complex issues involving all projects in Malaysia and regional.
- Ensure proper configuration and maintenance of endpoints (desktops, laptops, mobile devices).
4. Process Improvement
- Analyze ticket trends and identify areas for improvement.
- Implement automation scripts and self-service solutions.
- Enhance knowledge base and FAQs for faster resolution.
5. Reporting & Documentation
- Generate reports on ticket volumes, SLA performance, and root cause analysis.
- Maintain documentation for processes, configurations, and compliance audits.
6. Compliance & Security
- Ensure all helpdesk operations comply with organizational IT security policies.
- Ensure confidentiality and integrity of sensitive information handled by the helpdesk.
7. Collaboration
- Communicate service performance, SLA compliance, and incident updates to Technical Manager.
- Provide regular status reports and improvement plans.
- Liaise with external vendors for hardware/software troubleshooting and warranty claims.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field
- Minimum 5+ years of experience in IT helpdesk or service desk management.
- Strong technical knowledge of:
- Windows and macOS environments
- Active Directory and user management
- Networking fundamentals (TCP/IP, DNS, DHCP)
- Experience with ITSM tools and ITIL processes.
- Excellent leadership, communication, and problem-solving skills.