Nur Sherlinah Mazlan
Operation Manager - Service Desk
Kuala Lumpur
Summary
A seasoned Operation Manager Service Desk at Getronics Solution (M) Sdn. Bhd., I excel in optimizing service desk operations and enhancing customer satisfaction through strategic planning and effective team leadership. Demonstrated success in implementing IT service management best practices, achieving a significant increase in first call resolution rates. Skilled in operations management and fostering team collaboration, the approach has consistently driven improvements in service quality and efficiency. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. I also actively in new service intake for potential new client that is include activities of knowledge acquisition, transition, pilot until BAU support.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
3
3
Certificates
Work History
Operation Manager Service Desk
Getronics Solution (M) Sdn. Bhd.
04.2022 - Current
- Ops Manager for multiple accounts across APAC region for Getronics. Oversee multiple (more than 15 clients support in APAC) with 1 offshore desk located in India.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Championed the adoption of IT service management best practices to drive process improvements and increase overall Service Desk effectiveness.
- Increased first call resolution rate through comprehensive staff training and development programs.
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
- Established clear performance metrics for continuous improvement in both individual and team performance levels.
- Optimized resource allocation by regularly reviewing team workload and adjusting schedules as needed.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
- Fostered a culture of continuous learning among team members through ongoing professional development opportunities and knowledge sharing sessions.
- Contributed to budget planning by accurately forecasting staffing needs based on historical trends and anticipated business growth.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Managed vendor relationships to ensure timely delivery of hardware, software, and support services at competitive prices.
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Collaborated with cross-functional teams to address complex technical challenges and improve overall service quality.
- Resolved customer complaints in professional and timely manner.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored service staff performance and provided feedback for improvement.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Analyzed service reports to identify areas of improvement.
- Involve with new service intake that consist the activities of initial discussion of service intake, knowledge acquisition, knowledge transition,overview support readiness (manpower, knowledge and processes), pilot , go-live , Hypercare until it become a BAU support
Team Lead - Service Desk
Getronics Solution (M) Sdn. Bhd.
08.2018 - 03.2022
- Managed daily operations of the service desk, ensuring optimal allocation of resources and adherence to established protocols.
- Liaised with other IT teams during complex technical escalations; ensured prompt resolutions while maintaining the highest level of customer satisfaction.
- Achieved a high customer satisfaction rating by consistently providing exceptional support to end-users.
- Fostered a positive work environment that encouraged open communication, teamwork, and innovation among team members.
- Proactively identified potential risks or bottlenecks within the department''s workflows; implemented measures to mitigate them.
- Established strong working relationships with key stakeholders to ensure seamless collaboration between departments.
- Developed comprehensive training materials to enhance new hire onboarding and ongoing team member education.
- Mentored junior team members, facilitating their professional growth and skill development.
- Championed best practices in incident management and issue resolution, enhancing overall service quality standards.
- Implemented innovative solutions to address recurring issues, reducing the frequency of problem tickets.
- Regularly reviewed team member performance, providing constructive feedback and recognition where appropriate.
- Reduced response times for customer inquiries by optimizing the ticketing system.
- Improved service desk efficiency by implementing streamlined processes and procedures.
- Enhanced team productivity through effective delegation and prioritization of tasks.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Service Desk L2
Getronics Solution (M) Sdn. Bhd.
07.2017 - 06.2018
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
- Improved team collaboration, actively participating in regular meetings and sharing knowledge on best practices.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Engaged in user support interactions via telephone, chat and email platforms.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Expertly managed escalated tickets from initial contact through successful resolution while maintaining excellent communication throughout the process.
- Trained new hires, ensuring a smooth transition into the team and improving overall performance.
- Involved in knowledge management ( creating, modification and retirement)
- Involved in cross country knowledge transition to brough new busineses to APAC region
Service Desk Analyst
Getronics Solution (M) Sdn. Bhd.
01.2013 - 06.2018
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
Customer Service Representative
VADS Berhad
01.2012 - 12.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Senior Pharmacy Assistant
Damai Service Hospital Melawati
08.2010 - 08.2011
- Developed strong relationships with patients, providing personalized service that enhanced their pharmacy experience.
- Improved patient satisfaction by providing efficient and accurate medication dispensing services.
- Assisted in training new pharmacy assistants, sharing expertise and promoting best practices for the role.
- Managed insurance claims processing efficiently, minimizing errors and ensuring timely reimbursements for the pharmacy.
Education
Diploma - Pharmacy
Masterskill School of Nursing And Allied Health
Cheras, Selangor 07.2007 - 07.2010
Skills
Team Leadership
Certification
Service Desk Manager v8 Certificate
Timeline
Service Desk Manager v8 Certificate
07-2023
Operation Manager Service Desk
Getronics Solution (M) Sdn. Bhd.
04.2022 - Current
ITIL V4 Foundation in IT Service Management
11-2020
Certified in Cloud Technology Associate
11-2020
Team Lead - Service Desk
Getronics Solution (M) Sdn. Bhd.
08.2018 - 03.2022
Service Desk L2
Getronics Solution (M) Sdn. Bhd.
07.2017 - 06.2018
Service Desk Analyst
Getronics Solution (M) Sdn. Bhd.
01.2013 - 06.2018
Customer Service Representative
VADS Berhad
01.2012 - 12.2012
Senior Pharmacy Assistant
Damai Service Hospital Melawati
08.2010 - 08.2011
Diploma - Pharmacy
Masterskill School of Nursing And Allied Health
07.2007 - 07.2010
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