スーパーバイザー（ITプロジェクト）

Remuneration: RM 5,000 - RM 8,000
Work Location: Tun Sambanthan, KL
Work Hour: 8am - 5pm (Mon-Fri) May change
Note: Professional and proficiency in B2B business communication skills to end users with basic IT knowledge. Capable of handling a team. We will consider candidates with BPO agent and team-leading experience. Technical service desk background is an added advantage.

Responsibilities:

• Reporting and escalating to the stakeholders in a timely manner.
• Manage customers and client relationships.
• Manage operation of agents.
• Effectively lead a team to resolve enquiries from end users and local ITs in a considerate, accurate, and timely manner.
• Manage incident & request life cycle.
• Assist agents in responding to and managing escalated incidents & requests from customers.
• Assist agents in responding to and managing incidents & requests during peak hours and ensure ticket quality.
• Review completed tickets and requests to ascertain compliance with standards.
• Monitor SLAs/KPIs.
• Monitor and follow up on pending tickets.
• Comply with processes.
• Manage incidents and service requests and devise solutions to resolve issues, escalating to clients and Global Service Desk in Japan if unable to resolve.
• Record all problems and their solutions in the Production Log File or Ticketing Tool and ensure follow-up.
• Ensure customer KPI and SLA requirements are met.
• Execute service and process improvements.
• Ensure quality, corrective actions, and improvements are implemented successfully.
• Document additional knowledge including technical processes, maintenance, and updates of user/internal manuals and FAQs.
• Manage the knowledge creation life cycle and create useful FAQs for users.
• Manage escalations from end users and local ITs, working closely with Global Service Desk in Japan or client/partner vendors to investigate and resolve issues.
• Work with Global Service Desk in Japan and clients for service improvements.
• Collaborate with clients and stakeholders to ensure successful execution in case of changes in the scope of work.
• Learn and understand existing or new systems and infrastructure proactively.
• Perform analysis of ticket data and situations.
• Generate required reports for management and customers as requested, including weekly & monthly report compilation and presentation.
• Participate in meetings with clients and take meeting minutes.
• Have regular meetings with Global Service Desk in Japan to discuss improvements.
• Ensure that the company’s data and information are protected from unauthorized access.
• Work alongside other departments to achieve company goals and vision.
• Contribute to the ongoing learning and success of team members by sharing knowledge through mentorship and collaboration.
• Manage team quality, performance, and workload.
• Provide training and coaching to team members to ensure skillsets meet expectations.
• Monitor team members and provide directions, advice, and guidelines.

Requirements:

• 2 years’ experience as Team Lead leading IT Service Desk or Helpdesk team.
• 2 years’ experience in IT Service Desk or IT Helpdesk environment providing IT system remote support.
• The role is Supervisor of Global Service Desk for end users and Local ITs regarding enterprise systems and other technical inquiries from around the world.

Candidates must possess experience in Service Desk or Helpdesk service such as:

• Any Enterprise systems support experience: Merchandise management system, accounting system, warehouse management system, etc.
• Basic Microsoft 365 support experience: Outlook, MS Teams, MS Office, etc.
• Basic experience in supporting IAM (Identity and Access Management) and Box (or other content management tools).
• Basic experience in supporting desktops, laptops, and networking.
• Strong professional communication skills in both written and verbal forms. High translation skills are desirable as translation between Japanese-English and Japanese-Chinese will be required.
• Good leadership skills to lead a team with past experience in handling incidents and requests.
• Strong professional communication skills to work closely with clients and Global Service Desk in Japan.
• Ticket life-cycle management experience such as incident and service request management for achieving SLA/KPI.
• Ability to generate reports including ticket analysis and service improvement initiatives; must be analytical.
• Ability to create/update manuals or procedures for handling tickets and requests.
• Ability to manage workload and resources while maintaining quality of service as measured by performance metrics.
• People management responsibility including conducting interviews for hiring agents and managing team member quality & performance.
• Ability to provide training and knowledge transfer when new members join the team.
• Ability to lead projects expanding support countries or implementing new systems/tools when required.

Japanese speaker 日本語 ポジション
Recruitment manager - Japanese
Yu Akiyama
yu.akiyama@manpower.com.my