Stephen Jude Simoon Email & Phone Number

Wp. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Responsible for building a strong team. This involves recruiting qualified candidates, onboarding new hires, and providing ongoing training and development opportunities for all staff.• Set clear performance expectations, conduct regular performance reviews, and provide coaching and feedback to help team members improve their skills and meet their goals.• People Management. Manages, motivates, and develops a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business.• Continually reviews and improves the processes used by the service desk. This ensures efficiency, accuracy, and a positive customer experience.• Communicates with internal stakeholders, such as IT leadership and other departments, about the service desk's performance, metrics, and any ongoing issues.• Risk Management. Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated, and problems resolved, in relation to meeting service levels.• Planning & Control. Resource allocation/scheduling to meet the demands of delivering a service managing changing priorities and issues.• Uses strengths of team to achieve effective efficient delivery of service within SLA.• Service Delivery. Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the goal.• Act as an advocate for the service desk's customers, ensuring their needs are heard and addressed. This might involve gathering and analyzing customer feedback and working with other teams to resolve customer issues.• Contributes to the strategic planning of the service desk, aligning its goals with the overall IT strategy of the organization.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Start escalation and initiates Hierarchical Escalations for Level2.Prepare the work to be distributed amongst L2 agents.Coordinate activities between multiple ‘n’ level support groups to ensure adherence to Service Level Requirements (SLR) where multiple groups are needed to resolve a single incident.Run through the Quality Monitoring for L2 gents.Do the ticket evaluations / mitigations for EUTS projectGenerate L2 stats and EUTS tickets reports to SDM’s

Wp. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.• Documents actions taken to resolve enquiries.• Takes ownership for documenting, and monitoring adherence to all account related processes.• Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.• Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.• Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.• Monitors performance through statistical reporting and analysis.• Analyses and identifies areas of improvement to the service to ensure customer satisfaction.• Prevents negative trends by properly raising and reacting to performance and progress gaps.• Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.• Builds and enhances strong customer relationships and acts as an escalation point for the customer.• Takes responsibility for learning about all current customer needs.• Drive the efficiency and effectiveness of the Incident and Change Management process and ensure its quality.• Facilitate Incident/Change Management meetings. Start escalation and initiates Hierarchical Escalation. Prepare the work to be distributed amongst CST Team.• Ensure compliance across processes and collaborate with other Service Desks (COS01, POR12, POL02).

Wp. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Field incoming incidents and request fulfilment from end users via all contact channels in a courteous manner.Build rapport and elicit incident details from service desk customers.Prioritize and schedule incidents. Escalate incidents (when required) to the appropriate resolver groups. Adhere to the resolver group escalation process by collecting the required information and make sure it is updated on the ticket properly before the ticket is escalated.Maintain ownership on incidents and ensure that they are resolved within the SLA timeframeRecord, track, and document the service desk incident solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Sijil Kemahiran Tahap Tiga, Computer Programming

Sijil Kemahiran Tahap Dua, Computer Programming

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