Executive Service Desk (ICT Enterprise)


ICT Service Desk

Company Overview

Impressive Communications is an IT System Integrator that delivers results-driven solutions to businesses. We work closely with customers to understand their digitalisation needs and help them achieve their business goals through effective requirement gathering and project delivery strategies.

What You’ll Do

  • Manage and supervise the overall service desk of ICT Infrastructure and Operation Technology activities.
  • Manage and act as a further escalation point for the 2nd level.
  • Report to Senior Managers on any issue that could significantly impact the business Responsible on overall for incident management and request fulfillment on the service desk.
  • Manage and analyzing all incident and request fulfilment reports.
  • Ensuring all delivery day to day services consistent, predictable, reliable, and quick responses.
  • Manage staffing and skill level are maintained through operational hours.
  • Perform briefing and advisory to service desk staff on incident of ICT Infrastructure and Operational Technology related issue.
  • Manage service delivery and ensure out of scope services is monitored and escalated on a timely basis.
  • Conduct unit monthly review meeting.
  • Manage service desk staff training and competent ensure of all incident and request fulfilment captured and attended within SLA.
  • Involve in medium and long term project with regard of process automation and reengineering. Conduct operational meeting for operational issues and continuous improvement.
  • Prepare OPEX and CAPEX budget.
  • Review & approve Knowledge Management.

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