Reporting to the Group Lead (Global Service Desk), Operations and User Support (OUS), the Helpdesk Officer is responsible for overseeing the end to end operational activities of the Service Desk. The incumbent's responsibilities include (but not limited to):- 1. Responsible for ensuring users are provided efficient and timely first and/or second level support during the operational hours of the Service Desk. 2. Ensure staffing levels to provide acceptable response and resolution times by assigning specific tasks to appropriate staff and scheduling staff time and activities, including succession planning to fill vacant positions. 3. Manage a team of Service Desk Analysts (may include Analysts in multiple office sites) including on performance evaluations, provide input on selection, award and recognition, and disciplinary. 3. Make decisions daily basis related to Service Desk responsibilities. 4. Resolve issues while keeping in line with the highest levels of professionalism and customer service standards. 5. Accurately communicate pertinent information to all Service Desk Analysts. 6. Manage IMT Service Alerts communications to end users with regards to outages, maintenance and advisories. 7. Monitor identified metrics for compliance with established service levels. Identify non-compliant areas and make necessary adjustments to bring them into compliance. 8. Where specific weaknesses or issues are identified, address issue in consultation with supervisor and other team members. 9. Ensure a central source of information (Knowledge Base) is maintained, enabling Service Desk Analysts to recover outages with minimal disruption to expected service levels (effective Incident Management). 10. Take ownership of the Incident Management and Request Fulfilment processes, in addition to participating/being informed in Change, Release, Asset and Problem management processes to ensure all potential impact to Service Desk are accounted for Monitor Known Error Database (KEDB), Major Incident && Problem Tickets and ensure these are followed up to ensure timely resolution of problems. Support multiple high priority initiatives in a fast paced highly technical environment. 11. Complete tasks and/or projects within budget and schedule. Participate with the Quality Assurance, Process and Knowledge teams in the identification of gaps in customer services/analyst knowledge/skills and development of recommended adjustments. 12. Coordinate training needs analysis of Help Desk personnel, and contribute to training plan delivery. 13. Be proactive and innovative in detecting Incidents, including introducing control points, daily checklists etc., to ensure key services are up running. 14. Review Customer Satisfaction Surveys and use the information to improve services, tools, people and responds appropriately to user feedback. 15. Set priorities and measurable targets for self, team and team members to ensure organization's mandates are achieved. 16. Coordinate Service Desk improvement initiatives, Implement standards methods to drive efficiency, consistency in service delivery. 17. Assist in administering the WHO IT Service Management Platform, and ensuring that service requests logged are processed according to pre-agreed service levels. 18. Administer the Service Desk Automatic Call Distribution (ACD) and Integrated Voice Response (IVR) systems. 19. Perform other duties as assigned by supervisor.

Kuala Lumpur