Experience

Prudential Services Asia

• Malaysia
• Insurance
• 200 - 300 Employee

• Regional Senior Manager Service Desk, User Administration and Service Level Management

  • Apr 2017 - Present

• Regional Service Desk Manager

  • Jul 2013 - Present

  Budgets and Business Planning•Develop and continually evolve the Service Desk strategy, based on knowledge of company objectives and other factors.•Work with the relevant stakeholders and the team to carefully plan, design and deploy with continual improvements to service quality.•Proactively recommending courses of action to maintain cost-effectiveness and competitiveness.People Management•Responsible overall for the management of the employees in the Customer Service Team.•Performance evaluation and development (coaching and mentoring)•KPI setting, managing the recruitment, selection and training of Service Desk employees.•Setting short and long term objectives, policies and operating procedures for the Service Desk Team.Designing and implanting training plans both using external training and cross-skilling initiativesCustomer Support•Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications.•Ensuring a high level of technical knowledge within Service Desk team members as evidenced through turnaround time of issues and ability of team members independently.•Ensuring that regular audits of communications are preformed and that appropriate training is •Managing and taking ownership of the Service Desk Information System, including the ticketing systemSecurity•Provides support to the Security Manager to ensure that the security of all Company services are maintained at the highest possible level especially in the desktop and the office environment. maintain Service Security include; performing regular security audits, ensuring that all software and hardware is kept up to date with the latest patches•Responsible for ensuring that the processes and procedures involving all company services are kept up to date, and are being followed appropriately.



T-Systems International

• Germany
• IT Services and IT Consulting
• 700 & Above Employee

• Transition To Support Consultant

  • Aug 2012 - Jul 2013

  •Actively involved in project deliverable as the mandatory requirement of ITIL process. •Work closely with the Project Manager in delivering the mandatory requirement. •Be the single point of contact between Project Manager and the operation team. •Responsible in producing the RACI documentation to represent the project deliverable •Provide end to end support for project coordination between project team and operation team •Actively involved in project deliverable as the mandatory requirement of ITIL process. •Work closely with the Project Manager in delivering the mandatory requirement. •Be the single point of contact between Project Manager and the operation team. •Responsible in producing the RACI documentation to represent the project deliverable •Provide end to end support for project coordination between project team and operation team



Atos Services (M)

• Cyberjaya, Malaysia

• Service Desk Team Lead

  • Apr 2010 - Aug 2012

  Lead 14 analysts in managing more that 10 contracts on 24*7 basis •Actively involved in handling project for new /potential client and setting up the Service desk. •Ticket Management: Ensure tickets are well manage according the SLA and contract agreement. •Incident Management: Involved in handling high severity incident process. •Be the single point of contact for the Service Delivery Manager(s); •Represent the Service Desk at relevant meetings (organize and participate to monthly project reviews); •Maintain good liaison with other delivery groups and teams; •Maintain good liaison with Service Manager to ensure they are satisfied with the services provided by the Service Desk; •Maintain an effective understanding of the customers’ business, business requirements, IT needs and how IT will support and enhance their business; •Review daily, weekly and monthly KPIs reports for the assigned customer account to ensure that service is delivered according to Global Service Desk standards (quality, productivity and time wise); •Act as the escalation point for technical, process and OLA/SO issues raised by Service Desk teams; •Plan, schedule and allocate work across teams so that the service provided to the customer is in accordance with the OLA/SO; •Assess impact and validate/approve change of scopes (OLA/SO and/or scope of service); •Review and analyze call volumes by hour and adjust resource levels and shifts accordingly; •Identify and take appropriate actions based on daily, weekly and monthly KPI reports; •Undertake resource planning and to assess impact of resource utilization on profit margins and budget; •Carry out performances appraisals and assessments on a regular basis •Coach, develop and motivate team members; •Provide on-the-job training and coaching to the team when this is appropriate and needed; •Assist project manager(s) for specific projects where scope is appropriate and relevant;