IHS Markit Director, IT Support in Penang, Malaysia
An executive level Service Desk (SD) professional who interfaces with colleagues and business stakeholders globally. A skillset blend of managing two technical T1/T2 desks in APAC, IT Queue Managers, and key business stakeholder relationships. Emphasis on maturing the 7x24 organization which is split between Penang, Malaysia with 17 colleagues and Noida, India with 19 colleagues who report to respective Managers. This role encompasses strategic management and maintenance of 3-year technology roadmap and tactical end-user support for all deployed technology solutions including customizations and proprietary solutions. The Director will develop a culture that ensures efficient, professional, and colleague-focused maintenance and support; including investigation, diagnosis, escalation/resolution, recovery, and communication with the entire company. Individual will develop and manage service-level objectives/metrics, monitor service desk trends and identify staff training opportunities. Individual must be able to effectively balance work and staffing between projects and business-as-usual (BAU) support. A key mantra aligned to this role is listening to the business (Voice of the Customer) and delivering resolutions that align with the mantra of what can we do for you, not to you.
The SD Director will be accountable for Customer Satisfaction and ensuring the service desk matures to be a key strategic asset for the Company. This requires tight coordination with resolver groups within IT, and adoption of Shift Left and Self-Service methodologies. The function’s objective is to represent all of IT, while encouraging participation from all queue managers to work with their Customers directly. The end-result is to improve Customer Satisfaction.
This role is designed to bring value to IHSMarkit through the proactive and quality management of service requests and incidents, and is a senior-level strategic business partner who shares ownership for both technical service desk operation, project and change management, and business liaison functions.
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Current ColleaguesIf you are currently a colleague with IHS Markit please apply internally via Workday.About IHS Markit
IHS Markit harnesses deep sources of information, analytics and expertise to forge solutions for the industries and markets that drive global economies. Our company partners with clients in business, finance and government to provide the unrivaled insights and perspectives that lead to well-informed, confident decisions. We call this The New Intelligence. IHS Markit serves more than 50,000 key customers in more than 140 countries, including 80 percent of the Fortune Global 500. We help decision makers apply higher-level thinking to daily tasks and strategic issues across a host of industries and disciplines including energy, finance, automotive, engineering, technology, maritime and trade, aerospace and defense, chemical, and economics and country risk.
Headquartered in London, IHS Markit (Nasdaq: INFO) is committed to sustainable, profitable growth.