Level 1 Service Desk Team Lead

This is a 11×7 role, you are responsible for leading a team of Service Desk Agents.

Job Description


Job Function: Administrative, Customer Service, Procurement

a) Job Responsibilities– Order closure and settlement

  • Receive order completion documents from vendors and acknowledge the email upon order closure.
  • Respond to stakeholders on order status.
  • Consult with vendors and internal teams for order completion details if not received.
  • Prepare status for outstanding order report and follow up till order closure.
  • Update details into customer billing and vendor payment systems.
  • Inform vendors on service termination and stop payment for the service contracts.
  • Raise payment to vendor for order commissioning and update the list.
  • Perform any other duties as required or assigned.

b) Job Responsibilities– Recurring Order settlements

  • Create and maintain records of service provided by vendors or overseas partners
  • Liasing with vendors on invoicing and payment matters
  • Process invoice from vendors and issue payment instruction
  • Resolving order, billing and payment disputes.
  • Attend to queries on order, billing and payment matters
  • Effect accrual process monthly and ensure its accuracy
  • Prepare various monthly reports including accrual and payment reports.
  • Preparing service and payment report requested by various business units, if any.
  • Analysis of monthly payment report and explain variance.


  • 1-3 years relevant experience in a fast-paced environment
  • Diploma or equivalent (Diploma in Business or IT Telecommunication is an advantage)
  • Proficient in MS Office applications, especially Excel
  • Knowledge of ICT products, Pegasus and SAP experience is an advantage
  • Independent and proactive team player
  • Must be meticulous, organized and able to handle work pressure well
  • Excellent oral and written communication skills with a keen sense of customer service
  • Excellent problem-solving and troubleshooting skills
  • Process-oriented with great documentation skills
  • Knowledge of best practices and IT operations in an always-up, always-available service
  • Experience with or knowledge of Agile Software Development methodologies
  • Profound knowledge in various scripting languages, system & server administration and mass system deployments
  • Wide knowledge in operating system administration, programing languages, cloud platform deployment and networking protocols
  • Outstanding knowledge in release engineering J2EE configuration, creating tools for engineering organization for performance optimization
  • Familiarity with container orchestration services, especially Kubernetes
  • Familiarity with agile software development in Go, C/C++, Java, JavaScript
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