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Jobs in Malaysia   »   Jobs in Cyberjaya   »   Information Technology jobs   »   Service Desk Team Leader

Service Desk Team Leader



  • Assisted Operations Manager to manage daily team operations to ensure SLA’s met 
  • Generated reports to track performance and proactively implementing changes to improve customer quality service. 
  • Created/updated knowledge scripts to provide accurate information to the Service Desk 
  • Established good relationship with the clients and account team 
  • Managed escalations 
  • Coached agents on performance improvements Performed transitioned or roll out within the desk 
  • Collaborated with the training team to train agents on account knowledge 
  • Called back users for negative Customer Satisfaction 
  • Organized team meeting and team building


  • Candidate must possess at least an Advance Diploma or Degree in IT related field. 
  • Experience in managing service desk operation 
  • Strong analytical and problem solving skills. 
  • Able to uphold confidentiality. 
  • Contribute to a positive work environment by being an active and productive team leader. 
  • Strong telephone communication and customer management skills, ability to effectively communicate technical solutions and remedial action plans through oral and written communications. 
  • Working 8am-8pm, Monday – Friday
  • Applicants must be willing to work in Cyberjaya
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Company Overview

CTC Global Sdn Bhd (CTC Malaysia) is a wholly owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation. ITOCHU Corporation is one of the largest conglomerates in Japan and is the majority shareholder of CTC. Both CTC and ITOCHU Corporation are listed on the Tokyo Stock Exchange, and have current market capitalisations of US$2.6 billion and US$18.6 billion respectively. In Malaysia, the CTC Malaysia team has been serving enterprise customers from major commercial and government sectors for over 40 years, starting from when it was CSA, then subsequently CSC and now as part of the CTC and Itochu Group. Powered by a team of 600 qualified and experienced IT professionals, CTC Malaysia supports its customers through a country-wide network of 23 service centres and delivers its extensive portfolio of systems integration solutions to enable businesses to operate more efficiently.

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Company Summary
CTC Global Sdn Bhd
201-500 employees
Information Technology
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