スーパーバイザー（ITプロジェクト）

Remuneration: RM 5,000 - RM8,000 
Work Location: Tun Sambanthan, KL
Work Hour: 8am - 5pm (Mon-Fri) May change
Note: Professional and Proficiency in B2B business communication skill to end 
users with basic IT knowledge. 
Capable of handling a team 
Note: We will consider candidates with BPO agent and team-leading experience. Technical service desk background is an added advantage
Note: Professional and Proficiency in B2B business communication skill to end
users with basic IT knowledge

Responsibilities:

• Reporting and escalating to the stakeholders in timely manner
• Manage Management of customers and client
• Manage Operation of agents
• Effectively leading a team of members to resolve enquiries from end users and local ITs 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 and ensure ticket quality
• Review completed tickets and requests to ascertain compliance with standards
• Monitor SLAs/KPI
• Monitor and follow up pending tickets
• Comply to processes
• Manage Incident and Service Requests and devise solutions to resolve issues, escalate 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 problems follow-up
• Ensure customer KPI and SLA requirements are meet
• Execute service and process improvements
• Ensure quality, corrective actions and Improvements are implemented successfully
• Document additional Knowledge including technical processes Document, maintenance and update of user/internal
• manuals and FAQs
• Manage the knowledge creation life cycle and create useful FAQs for users/ourselves
• Manage escalation from end users and local ITs, work closely with Global Service Desk in Japan or client or partner
• vendors to investigate and identify the issues and resolve the problems.
• Work with Global Service Desk in Japan and client for service improvements
• Collaborate with Clients and stakeholders and ensure successful execution in case of changes in the scope of work
• (e.g. expanding the support countries, implementing new systems or tools etc.)
• Learn and understand the existing or new system and infrastructure and other technical knowledge 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
• Having regular meetings with Global Service Desk in Japan to catch up and discuss about the 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 and counterparts by sharing knowledge through
• mentorship, collaboration, and aiding in documentation
• People Management, manage team quality and performance and workload
• Provide trainings and coaching to team members to ensure skillsets and experience meet expectation
• Monitor all team members and provide directions, advice and guidelines to team members

Requirements:

• 2 years’ experience as Team Lead leading IT Service Desk team or IT
• 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
• inquires. The inquiry and request are coming from all over the world (e.g. Asia and ASEAN and North America, Europe
• etc.)

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

• 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,
• collaboration, and file sharing tools)
• Basic experience in supporting Desktop and Laptops and Networking
• Candidates must possess strong professional communication skill in both written and verbal. High translation skills
• are desirable as translation between Japanese↔English and Japanese↔Chinese will be required.
• Candidate must possess good leadership to lead a team of members with past experience exhibiting capability to
• handle incidents and requests.
• Candidate must possess strong professional communication skill to work closely with Clients and Global Service
• Desk in Japan.
• Candidate must have ticket life-cycle management experience such as incident and service request management for
• achieving SLA/KPI.
• Candidate is expected to generate reports including ticket analysis and service improvement initiatives, must be an
• analytical person.
• Candidate is expected to create/update the manuals or procedures for handling tickets and requests.
• Candidate is expected to manage workload and resources and maintain quality of service as measured by metrics
• such as performance, efficiency and customer satisfaction.
• 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 provide the training and knowledge transferring when new member assign to own team.
• Candidate is expected to lead the project which is expanding the support countries or implementing new systems or
• tools when it is required.