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Baker Hughes IT Service Desk Manager in KUALA LUMPUR, Malaysia

Baker Hughes, a GE company (NYSE:BHGE) is the world’s first and only fullstream provider of integrated oilfield products, services and digital solutions. Drawing on a storied heritage of invention, BHGE harnesses the passion and experience of its people to enhance productivity across the oil and gas value chain.

BHGE helps its customers acquire, transport and refine hydrocarbons more efficiently, productively and safely, with a smaller environmental footprint and at lower cost per barrel. Backed by the digital industrial strength of GE, the company deploys minds, machines and the cloud to break down silos and reduce waste and risk, applying breakthroughs from other industries to advance its own.

People are a key part of our success and how we do business; hence, we invest in our 64,000 employees in over 120 countries. Fostering a diverse and inclusive workforce is not just the right thing to do, but critical to achieving a competitive advantage.

Follow Baker Hughes, a GE company on Twitter @BHGECo, or visit us at

Role Summary:

We are looking for a qualified Service Desk manager to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.

As a Service Desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction

Essential Responsibilities:

  • Manage the Service Desk team andevaluate performance.

  • Ensure customer service is timelyand accurate on a daily basis

  • Recruit, train and supporttechnicians on their day to day activities

  • Set specific customer servicestandards

  • Contribute to improving customersupport by actively responding to queries and handling complaints

  • Establish best practices through theentire technical support process

  • Follow up with customers to identifyareas of improvement

  • Develop daily, weekly and monthlyreports on help desk team’s productivity

  • Provide customer feedback to theappropriate internal teams, like product developers

  • To Supervise Service Desk operationin 24x7x365 environment.

  • Highly skilled in People Managementand Service Desk environment.

  • Supervise and provide technicalleadership to technical staff and ensure compliance with appropriate policies.

  • To ensure Service Desk team inmeeting its Service Level Agreements (SLAs) and its performance.

  • Define, develop, maintain, and testStandard Operating Procedures (SOPs) for all operational processes.

  • Participate in budgeting, processand manage IT Infrastructure related projects and investments.

  • Identify and respond to technologyrelated professional growth needs for all staff members and train staffappropriately.

  • Has demonstrated the initiative toexplore alternate technology and approaches to solving problems

  • Strong oral and writtencommunication skills

  • A People Leaders with stronginterpersonal skills and problem solving abilities


  • Proven work experience as a ServiceDesk manager

  • ITIL foundation is a must

  • Hands on experience with ServiceDesk and reporting software

  • Solid technical background with anability to give instructions to a non-technical audience

  • Customer-service oriented with aproblem-solving attitude

  • Excellent written and verbalcommunications skills

  • Team management skills

  • BSc degree in Computer Science,Information Technology or relevant field


Kuala Lumpur, Malaysia

This is your opportunity to learn more, do more, live the career you have imagined and be part of a truly diverse organization.

Baker Hughes, a GE company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. Learn more at

Job: Services

Title: IT Service Desk Manager

Location: Malaysia-Kuala Lumpur-KUALA LUMPUR

Requisition ID: 1914356