IT Service Desk Lead (TechEx), SEA

The TechEx team forms part of the IT Workplace Operations Team and the role will require a high-level customer focus, technical flexibility, and agility. The TechEx Technical Lead role will be taking the lead in any IT related projects, work closely with the business stake holders and will manage the TechEx Engineer the SEA region. Take the lead for any IT projects that will be implemented in the SEA region. Provide technical guidance and training to the TechEx Engineer, ensuring their skills and knowledge are continuously developed. Serve as a subject matter expert for IT support tools, systems, and processes. Establish and maintain strong relationships with vendors, serving as the primary point of contact. Provide 1st & 2nd line desk side support services to NBCUniversal International and ensure timely resolution of support requests and incidents. Provide advanced technical support and troubleshooting expertise to resolve complex issues. Collaborate with other IT teams and external vendors to escalate and resolve critical incidents. Identify and deliver Service Improvements aligned to the company’s goals by prioritizing technology initiatives and supporting the evaluation, deployment, and management of current and future technologies. Provide support to the infrastructure teams, where necessary, for remote hands and eyes to assist in the resolution of technical faults. Ensure adherence to all NBCU international policies, processes, and procedures as well as support continual service improvement activity where appropriate. Assist with product evaluation and the introduction of new technologies into operational support. Take the lead for any IT projects that will be implemented in the SEA region. Provide technical guidance and training to the TechEx Engineer, ensuring their skills and knowledge are continuously developed. Serve as a subject matter expert for IT support tools, systems, and processes. Establish and maintain strong relationships with vendors, serving as the primary point of contact. Customer skills are equally as important as technical skills, combining both to ensure delivery of a world-class service. Effectively manage Incidents and Requests, ensuring customers are kept informed of progress and escalating where necessary. Main Areas of Activity Allocate resources effectively to ensure timely resolution of support requests and incidents. Follow request management process and governance. Interact with end-users and stakeholders to understand their needs, address concerns, and provide timely updates on support requests. Take ownership of documentation regarding support issues and requests and ensure that this is accurate and maintained. Ensure all relevant security & management tools are operational and exceptions are managed. Meet all IT Asset Management process requirements in accordance with NBCU policy. General maintenance of all IT equipment including PC’s, Macs, Mobile Devices, Printers, Photocopiers, VOIP telephones and other hardware and software as required. Collaborate with International, US and local IT teams and Core NBCU business units as required. Stay up-to-date with the latest industry trends, technologies, and best practices related to IT support. Other Responsibilities Ensure all relevant IT equipment is in alignment with NBCU Policy. Undertake deployment refresh of IT equipment in alignment with the Asset Management NBCU International Policy. Ensure seamless data transferred between devices. Ensuring that any operational risks are reported and remediated in line with the agreed action plans. Manage IT Consumables in accordance with the corporate guidelines. Regular site visits to satellite offices to provide proactive IT support. Identify opportunities for process improvement and efficiency gains within the deskside support function.