Asia Service Desk and Deskside Operations Manager

6 months ago

Singapur, Singapore Applied Materials Full time

Key Responsibilities

Manages the Asia service desk and deskside support which includes centralized service desk center and distributed on-site deskside operations in Asia countries (China, Japan, Korea, South East Asia, and Taiwan). Responsible for managing the service and cost structure and lifecycle of Asia service desk and deskside operations.

Responsible for negotiating SOWs and SLAs to deliver most cost effective solution. Ensure that Asia service desk and deskside operations is meeting customer needs and initiates training, documentation and marketing to improve full value of the service is realized.

Works with managers and other senior department staff to coordinate scheduling and prioritization of all related projects and participates in assignment of projects to staff or outsides resources. Reviews root cause analysis of outages or incident trends (often working with managed services partner). Approves preventative actions 

This role also plans and manages complex changes and manages resolution of complex problems and outages. The detailed job scope is as the following:

Organization, management and full integration of the operation

Owner of MSA & - Ensuring operational compliance with the MSA Owner of SLA Compliance - Owns Key Measurements, Service Levels & Critical Deliverables Reporting - collect data for key deliverables and generate reports as per SOW requirement. Owner of TR Compliance – Enforce TR control process to meet relevant TR regulations. Process design, review, audit and improvement Document Control – Owns Document Control Compliance Change Management – Owns change management process Knowledge Transfer – Monitors & reports on knowledge transfer continuity and accuracy. Continuous Improvement – Perform trend analysis, assist in root cause analysis, utilize best practices, and assess customer satisfaction survey results to determine areas for improvement. Global application FPOC to Applied. Organize and host Monthly, Weekly, Quarterly meeting. Staff On-Boarding – Contributes to screening of candidates, Non-Technical Consistent training for English speaking agents, includes language, customer service technique training for both new hire and existing employee. Transition Phase – Owns critical milestone compliance

Functional Knowledge

Regarded as the technical expert in service desk and deskside operations Demonstrates in-depth and/or breadth of expertise in own discipline and broad knowledge of other disciplines within service desk and deskside operations

Business Expertise

Anticipates business and regulatory issues; recommends product, process or service improvements 

Leadership

Leads projects with notable risk and complexity; develops the strategy for project execution

Problem Solving

Solves unique and complex problems with broad impact on the business; requires conceptual and innovative thinking to develop solutions

Impact

Impacts the direction and resource allocation for program, project or services; works within general functional policies and industry guidelines

Interpersonal Skills

Communicates complex ideas, anticipates potential objections and persuades others, often at senior levels, to adopt a different point of view

Qualifications

Education:

Bachelor's Degree

Skills:

Certifications:

Languages:

Years of Experience:

7 - 10 Years

Work Experience:

Additional Information

Time Type:

Full time

Employee Type:

Assignee / Regular

Travel:

Not Specified

Relocation Eligible:

No

  • Service Desk Engineer

    5 months ago

    Singapur, Singapore ST Engineering Full time

    Title: Service Desk Engineer Job ID: Location: ST Engineering Hub, SG Description: Job Req ID: About ST Engineering ST Engineering  is a global technology, defence, and engineering group with offices across Asia, Europe, the Middle East, and the U.S., serving customers in more than countries. The Group uses technology and innovation to...

  • Assistant Manager, IT Service Desk Transformation

    7 months ago

    Singapur, Singapore Nanyang Technological University Full time

    NTU Shared Services (NSS) is a centralized unit within Nanyang Technological University (NTU) that provides a wide range of administrative, operational, and support services to various departments and units within the university. Its primary goal is to streamline and optimize processes, enhance operational efficiency, and deliver high-quality services to...

  • Service Desk Analyst

    7 months ago

    Singapur, Singapore U3 Full time

    Job Purpose Provide L1/L2 technical troubleshooting & customer service across a wide range of technologies as part of our Shared Service Desk. Support clients via various channels i.e phone, ticket portals, emails. Drive to closure for incidents & Service Requests tickets raised. Route issues to SMEs, vendors and act as point of contact to internal...

  • Snr Consultant, EUC

    7 months ago

    Singapur, Singapore NCS Group Full time

    NCS  is a leading technology services firm with presence in Asia Pacific and partners with governments and enterprises to advance communities through technology. Combining the experience and expertise of its 10,-strong team across 49 specialisations, NCS provides differentiated and end-to-end technology services to clients with its NEXT capabilities of...

  • Senior News Desk Producer

    6 months ago

    Singapur, Singapore TVZ Full time

    Job Vacancy:  Senior News Desk Producer - CNBC Location:  Singapore OVERVIEW The Senior News Desk Producer will be responsible for securing first or exclusive interviews with news makers and market movers. You will play a key role in building and strengthening media relations with key institutions in global financial markets and...

  • IT Service Desk Support

    7 months ago

    Singapur, Singapore Singtel Full time

    Are you looking for value adding and impactful work? Do you want to make a difference with your expertise? With us, you’ll be able to make it happen. NCS is a leading technology services firm, operating across Asia Pacific in over 20 countries, providing services and solutions in consulting, digital services, technology, and more. We believe...

  • Service Desk Engineer

    7 months ago

    Singapur, Singapore U3 Full time

    Perform Level 1/2 diagnosis and resolution of incidents / requests raised Log and track customer system problems, incidents, issues, requests and queries raised by users Ensure all issues are prioritized and resolved within SLA standards Perform incident closure, verifying problem resolution with users and documenting resolution procedures Handle...

  • Desktop / Service Desk Engineers

    7 months ago

    Singapur, Singapore Singtel Full time

    Are you looking for value adding and impactful work? Do you want to make a difference with your expertise? With us, you’ll be able to make it happen. NCS is a leading technology services firm, operating across Asia Pacific in over 20 countries, providing services and solutions in consulting, digital services, technology, and more. We believe...

  • GUEST SERVICE REPRESENTATIVE II-NGIS Singapore- RFT

    2 months ago

    Singapur, Singapore Navy Exchange Service Command Full time

    Job Summary : Serves as first point of contact with guests at a Navy Gateway Inn and Suites and or Navy Lodge property and handles all stages of guests stay accommodating special requests as needed and resolving issues that may arise. Responsible for front desk operations lobby appearance guest service related office operations and the safety security...

  • Assistant Front Desk Manager

    7 months ago

    Singapur, Singapore Hilton Full time

    Assistant Front Desk Manager (Duty Manager) - Conrad Singapore Orchard( Job Number: HOT0AHYZ) Work Locations :Conrad Singapore Orchard1 Cuscaden RdSingapore249715 With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we...

  • Quant / On-Desk Technologist

    7 months ago

    Singapur, Singapore Jefferies Full time

    The Team  The Asia equities quant / on-desk technology team builds systems that automate the desk’s processes and provide data analytics to improve sales and traders’ efficiency.  The team started in , and many functional modules are yet to build. This offers a unique opportunity to work in autonomy, take initiative, and demonstrate creativity....

  • Desk Quant Analyst

    6 months ago

    Singapur, Singapore Squarepoint Capital Full time

    Role: Desk Quant Analyst Please only apply to the one job you feel best fits your skillset and experience. If our team feels you are better suited for another role, we will reach out about the alternate opportunity. Squarepoint is a global investment management firm that utilizes a diversified portfolio of systematic and quantitative strategies...

  • Asia Base Metals Analyst

    1 month ago

    Singapur, Singapore Squarepoint Capital Full time

    Role: Asia Base Metals Analyst, Commodities Location: Singapore Squarepoint is a global investment management firm that utilizes a diversified portfolio of systematic and quantitative strategies across financial markets that seeks to achieve high quality, uncorrelated returns for our clients. We have deep expertise in trading, technology and...

  • Front Desk Assistant Manager

    7 months ago

    Singapur, Singapore Hilton Full time

    Front Desk Assistant Manager (Team Leader) - Conrad Singapore Orchard( Job Number: HOT09WBU) Work Locations :Conrad Singapore Orchard1 Cuscaden RdSingapore249715 With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we...

  • Private Bank

    7 months ago

    Singapur, Singapore 0781 Deutsche Bank Aktiengesellschaft, Filiale Singapur Full time

    Description : Details of the Division and Team Deutsche Bank’s Wealth Management business is one of the largest wealth managers worldwide. We offer our clients a broad range of traditional and alternative investment solutions, as well as comprehensive advice on all aspects of Wealth Management. As a trusted partner of wealthy individuals and...

  • Service Desk and L1 Deskside support technician H/F

    7 months ago

    Singapur, Singapore Indosuez Wealth Management Full time

    Description du poste Job Purpose and Requirements Manage all incoming IT production issues and requests o Create tickets if not already created o Answer and resolve § how to questions, §  Issues related to workplace services (desktop/laptop/VDI/printer,..) o 1st level of troubleshoot for any other incoming request and issue ...

  • First VP, Regional FDI Business Development

    7 months ago

    Singapur, Singapore United Overseas Bank Full time

    First VP, Regional FDI Business Development - EU Desk (Contract), Group International Management Posting Date: 09-May-2023 Location: Singapore Company: 3677 About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific,...

  • Administrative Assistant Front Desk

    7 months ago

    Singapur, Singapore SCCCI Full time

    1. Administrative Assistant (Front Desk) Description • Provide front desk reception duties. • Handle incoming phone calls and email correspondences. • Sort and coordinate mails and courier services. • Provide general administrative support such as routing of mails to staff. • Administrative support for Standing Committee and Council Meetings. •...

  • Assistant Manager, Reservations

    7 months ago

    Singapur, Singapore Capella Hotels and Resorts Full time

    Position OverviewThe Assistant Manager, Capella Connects provides guests, with exceptional customer service throughout the reservation process. Assisting the Manager, Capella Connects, he/she works in conjunction with Front Desk team to meet departmental standards, service level and revenue goals.A. Manage Room Inventory Manage room inventory to maximise...

  • Senior Manager, Service Sales Asia

    7 months ago

    Singapur, Singapore Rolls-Royce Full time

    Description A new opportunity has arisen for a skilled Senior Manager, Service Sales Asia like you, to oversee and bring expertise to our team. You will be responsible for the After Sales Support of all MTU engines and sales of service products in Asia for all assigned applications. This role will also demand a candidate who is agile and flexible, and...