Helpdesk Team Leader/subject Matter Expert

  • Competitive
  • Cyberjaya, Selangor, Malaysia
  • Permanent, Full time
  • IBM
  • 30 Sep 16

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Job Description
Helpdesk Team Leader/Subject Matter Expert
Overview of job role:
· Manages and provide management support to the agents who are supporting the customer inquiries and problems.
· Responsible for the development and motivation of the agents and ensuring they have the necessary tools and information.
· Proactively solve problems and provide timely resolution to ensure minimal impact to customer and employee satisfaction.
Identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted.
Responsible for ensuring resources are utilized efficiently and in the way that consistently promote the customer quality and
satisfaction.

Skills and requirements:
Bachelor's degree or equivalent and Min 1-2 year Helpdesk Experience. Good spoken English & Mandarin. Good technical
knowledge in Win2K/XP environment, IE, MSOffice 2000/2003, Lotus Notes, Basic Network troubleshooting skill.
Demonstrated ability to think critically and analytically. Proven supervisory skills and ability to organize and clearly communicate thoughts and ideas. Must be willing to work in a stressful environment. Must be customer oriented. Strong written and verbal communication skills. Willing to take on extra tasks that are given.


Required Technical and Professional Expertise
Manages and provide management support to the agents who are supporting the customer inquiries and problems.
· Responsible for the development and motivation of the agents and ensuring they have the necessary tools and information.
· Proactively solve problems and provide timely resolution to ensure minimal impact to customer and employee satisfaction.
Identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted.
Responsible for ensuring resources are utilized efficiently and in the way that consistently promote the customer quality and
satisfaction.


Preferred Technical and Professional Experience
Bachelor's degree or equivalent and Min 1-2 year Helpdesk Experience. Good spoken English & Mandarin. Good technical
knowledge in Win2K/XP environment, IE, MSOffice 2000/2003, Lotus Notes, Basic Network troubleshooting skill.
Demonstrated ability to think critically and analytically. Proven supervisory skills and ability to organize and clearly communicate thoughts and ideas. Must be willing to work in a stressful environment. Must be customer oriented. Strong written and verbal communication skills. Willing to take on extra tasks that are given.

Role ( Job Role )
Systems Support Specialist

Primary job category
Technical Services

Contract type
Regular

Employment Type
Full-Time

Secondary Job Category
Other Technical Services

Required Education
Associate's Degree/College Diploma

State / Province
SELANGOR

Is this role a commissionable/sales incentive based position?
No

Travel Required
No Travel

IBM Business Group
GTS

Preferred Education
Bachelor's Degree

City / Township / Village
CYBERJAYA

Country
Malaysia

Eligibility Requirements
Bachelor's degree or equivalent and Min 1-2 year Helpdesk Experience. Good spoken English Mandarin & Korean Good technical
knowledge in Win2K/XP environment, IE, MSOffice 2000/2003, Lotus Notes, Basic Network troubleshooting skill.