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Service Desk Team Leader (Japanese Speaker) ID:471948,000 MYR ~ 10,000 MYRPetaling Jaya
<Service Level Management>
Performs defined tasks to monitor service delivery against service level agreements and
maintains records of relevant information. Analyses service records against agreed service
levels regularly to identify actions required to maintain or improve levels of service, and
initiates or reports these actions.
Prioritises and diagnoses incidents according to agreed procedures. Investigates causes
of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery,
following resolution of incidents. Documents and closes resolved incidents according to
Maintains an in-depth knowledge of specific specialisms, and provides expert advice
regarding their application. Can supervise specialist consultancy. The specialism can be
any aspect of information or communication technology, technique, method, product or
<Customer Service Support>
Acts as the routine contact point, receiving and handling requests for support. Responds to
a broad range of service requests for support by providing information to fulfill requests or
enable resolution. Provides first line investigation and diagnosis and promptly allocates
unresolved issues as appropriate. Assists with the development standards, and applies
these to track, monitor, report, resolve or escalate issues. Contributes to creation of support
Plans and schedules the delivery of learning activities, based on learning objectives.
Manages the delivery of programmes of learning. Customises formal and informal learning
activities, incorporating relevant business scenarios and case studies.
Designs appropriate environments, and delivers learning activities to specialist audiences.
Advises/coaches others in learning delivery techniques and options.
Controls, updates and distributes new and revised quality standards, including technical
- Language : English, Japanese(more than N2)
- Education Background : General Qualification in Information Technology (Degree)
Certifications required;ITIL v3 Foundation
Work experience required;
8 - 10 years experience/8+years experience in call centre managed services / services delivery.environment within a medium to large ICT organisation. Track record of team
management / leadership experience.
Normal working hour (Mon-Fri, 8am to 5pm)