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IT Support Team Lead
Mohon Sekarang
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At Konica Minolta, our Mission is to be the ideal business partner of choice in Office Business and IT Services solutions. Through collaboration between our colleagues, partners and customers, we strive to enrich society through constant innovation and development of solution-driven tools.


Job Summary:

IT Team Leads coordinate and delegate the responsibilities of IT teams. They oversee the day-to-day functions of the department. Leaders also conduct training sessions with employees so that they can be equipped with new knowledge and skills to remain current. They also train/oversee entry-level employees that will allow them to be on the same level as the team.

These leaders consider the abilities and expertise of the team members to assist in dispersing assignments. Team members may have specialties such as networking, security, administration, data entry, software programming, web development or data testing. IT Team Leads have comprehensive knowledge and skills to guide all these professionals. Leaders are able to motivate teams and maintain a comfortable and conducive working environment.


Job Responsibility:

  • Day to day management of the Desktop Support and Service Desk team functions.
  • Ensure that the EUC support team is an excellent deliverer of Customer Service and technical support.
  • Ensure that the call logging system is used effectively and efficiently by the team, with the goal of meeting all defined SLA. Particularly in the management of high priority (P1/P2) tickets.
  • Be responsible for the operational management of call assignments within the Desktop Support team and to other parts of the escalation path as appropriate.
  • Escalation of tickets to AXA IT 2nd / 3rd Level Support.
  • Identify of areas of Desktop Support and Service Desk operation process improvement.
  • Provides any requested EUC support operation information and liaises closely with AXA IT managers.
  • Document the needs for changes to EUC support requirements.
  • Develops the awareness on emerging EUC support technologies.
  • Undertake the responsibility to consolidate and provide daily, weekly, monthly and ad-hoc review reports of the support tickets and report status of operations to the Service Delivery team accordingly.
  • Always on stand-by to intervene and stand-in for team members whenever required, including taking over new and existing cases.
  • Support remote user’s problems from other locations where necessary.
  • Performs any other related duties and tasks, to be mutually agreed between KMBS and AXA.
  • Keep updated of changes in the standards, technologies or methodologies that are required by our clients
  • Risk assessment and risk management
  • Give direction and guidance
  • Coach and mentor team members
  • Review assignments for accuracy and quality
  • Delegate responsibilities
  • Ensure tasks and activities are compliance to AXA standards
  • Attend meetings, trainings or seminars and to work with other departments
  • Ensure that all headcounts are accounted for; if there's anyone on MC or EL, will need to liaise with
  • Service Delivery Manager as soon as possible to fill up the headcount.
  • Ensure that whenever a team member takes leave/ EL or who is on MC, have a proper handover of pending tasks for the rest of the team to follow up in their absence.
  • Ensures that everyone reports to office on time and check on those who are late to see if everything is alright and update managers
  • Analyze recurring problems and impact. Perform a basic root-cause-analysis on those issues.
  • Go through all pending tickets and follow up with respective team members if there are no updates on their tasks/tickets.
  • Go through all tickets that has been assigned to each member of the team.
  • Guide/assist Incident and Project team whenever they ask for help or clarification.
  • Be the single point of contact between KM and AXA for any important notice
  • Upload and update documents in AXA knowledge base.
  • Prepare monthly duty roster/timesheet
  • Prepare monthly SLA slides between Konica Minolta and AXA; includes extracting raw data, compiling and creating charts to represent the data.


Job Requirement:

  • Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in Computer Science / Information Technology
  • Preferably at least 3 years of related working experience.
  • Preferably Executive specializing in Information Technology or equivalent.
  • Good communication skills in English, Malay language for both spoken and written
  • 1 Contract positions available


If this role sounds like the opportunity you are looking for, don't hesitate to apply and let us discuss it further!


[NOTE] We regret to inform you that only shortlisted candidates will be reached out. If you were not shortlisted, we encourage you to have a look at other vacancies in Konica Minolta!

Mohon Sekarang