• Manage regional APAC language Service Desk & ASEAN FOIS operation.• Establish new services desk & suppliers to support global business.• Be responsible for setting and monitoring targets, provide regular reports to the Board and to clients• Be responsible for managing and mentoring.• Implement new automation and continuous improvement within the team.• Assist the Director(s) in assigning clients to staff and supporting them with client ownership• Organise and deliver training to the staffs on partner systems and new clients• Assist with assigning and monitoring project work and carry out projects as and when required• Ensure SLAs are to be meet• Carry out management escalation as required• Culture and Change Ambassador

• Manage Japan, Korea, English, Mandarin & Cantonese team members.• Ensure the Service Desk activity is analysed on a hourly, daily and weekly basis• Be responsible for setting and monitoring targets, provide regular reports to the Board and to clients• Training Service Desk staff “customer service” and “technical skills” to ensure that support is provided in a consistent manner• Organise and deliver training to the Service Desk staff on partner systems and new clients• Assist with assigning and monitoring project work and carry out projects as and when required• Assist with keeping Connect Wise up to date (companywide responsibility)• Carry out brief morning planning meetings with the Service Desk team• Monitoring Service Desk to ensure SLAs are not breached• Produce daily Service Desk call reports• Carry out 1st and 2nd line support as required• Ensure the Service Desk team perform the required daily checks• Carry out individual Service Desk team weekly meetings• Weekly Service Desk summary reports for clients• Carry out Mid-week catch up meeting with the Service Desk• Carry out appraisals for the Service Desk

- To provide support and to ensure a professional and consistent delivery of quality service to Orange Business services customers and achievement of operational targets.- Diagnose fault-related incidents by effectively utilizing troubleshooting software and other network/product utility programs.- Provide updates as needed to the customer in order to meet performance objectives and contractual objectives.- To ensure incidents are allocated to the most appropriate ‘next step’ as part of the incident flow process- To monitor incidents and perform both technical escalations and managerial escalations in line with company procedures.- To monitor systems, customer networks and products, and deal with alerts and events as appropriate.- To liaise and refer issues to correct/relevant entities e.g. other service desks, PTT, Carriers, Operations & Engineering teams and other Vendors as appropriate- Document all troubleshooting and incident management actions via the electronic incident management system to the highest possible standard- To undertake any other reasonable task as assigned

Troubleshooting user issue, if cant resolve, mark down the steps and information needed then escalate to the relevant team to handle the issue.Know about mail exchange, Window Server AD, VPN, Lotus Note, window application, SAP, network drive, SM7 ticketing tools.Monitor incidents and perform both technical escalations and managerial escalations in line with company procedures.