Supervisor- Technical Service Desk

Desired Competencies (Technical/Behavioral Competency)

MANDATORY:

The role is expected to manage incidents and request from Financial Institutes, Commercial and Consumer customers that have service contract with the Client and comply to end-to-end ticket life-cycle processes. This role will be a Customer Service, Service desk or Helpdesk job

• Candidates must possess experience in providing B2B Customer Service, Service Desk or Helpdesk service in 24x7 environment.

• Candidates must possess strong professional communication skill in both written and verbal

• Candidate must have ticket life-cycle management experience such as incident and service request management. SLA is very critical in customers’ environment

• Candidate must possess good leadership to lead a team of agents in 24x7 environment with past experience exhibiting capability to handle mass quantity of calls, chats and emails.

• Candidate is expected to own people management responsibility including conducting interviews for hiring agents and managing team member’s quality & performance

• Candidate is expected to generate reports including ticket analysis and service improvement initiatives, must be an analytical person

• Candidates with BPO, Fintech or Banking experience would be highly desired but not mandatory

GOOD-TO-HAVE:

• ITIL certified and/or Six Sigma certified

• Experience with financial institutes or fintech environment

• Familiar with Jira ticketing tool

Responsibility of / Expectations from the Role

• Reporting to Service Delivery Lead

• No shift required but expect to work longer hours during escalations

• Manage Management of customers and client

• Manage Operation of agents

• Effectively leading a team of agents to resolve enquiries from first line service desk in a considerate, accurate, and timely manner

• Manage Incident & Request life cycle

• Assist agent to Response and Manage escalated Incident & Request from customers

• Assist agent to Response and Manage Incident & Request from customers during peak hours

• Manage and ensure ticket quality

• Monitor SLAs

• Monitor and follow up pending tickets

• Decide on tickets priority upgrade/downgrade

• Comply to processes

• Manage Incident and Service Requests and devise solutions to resolve issues, escalate to Clients if unable to resolve, both in compliance to response and resolution SLAs.

• Record all problems and their solutions in the Production Log File or Ticketing Tool and ensure problems follow-up

• Managing monitoring of event & notification dashboard

• Ensure customer KPI and SLA requirements are meet

• Execute service and process improvements driven by Service Delivery Lead

• Ensure quality, corrective actions and Improvements are implemented successfully

• Review and update client’s documentations including scripted solutions, work instructions templates

• Document additional Knowledge including technical processes Document, maintenance and update of user/internal manuals and FAQs

• Manage escalation (based on defined criteria to trigger Service Delivery Lead)

• Manage escalation from first line service desk, work closely with client or partner vendors to investigate and identify the issues and resolve the problems

• Collaborate with the client’s product development and QA teams to test new features, functions and specification changes

• Ensure Shift handover success

• Give feedbacks to Service Delivery Lead

• Contribute to the ongoing learning and success of team members and counterparts by sharing knowledge through mentorship, collaboration, and aiding in documentation

• Perform analysis of ticket data and situations

• Generate required reports for management and customers as requested including Weekly & Monthly report compilation and presentation

• People Management, manage team quality and performance

• Provide trainings and coaching to team members to ensure skillsets and experience meet expectation

• Give directions and guidelines to team members

Pay: RM5,000.00 - RM7,000.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Work Location: In person