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SEA Finance/IT Service Desk Senior Consultant/Assistant Manager

Date:  25-Nov-2021
Service Line / Portfolios: 

Kuala Lumpur, MY

Title: Service Line (based in ) – Sr Staff (Senior Associate / Senior Consultant / Assistant Manager)

What impact will you make?

At Deloitte, we offer a unique and exceptional career experience to inspire and empower talents like you to make an impact that matters for our clients, people and community. Whatever your aspirations, Deloitte offers you a highly inclusive, collaborative workplace and unrivalled opportunities to realize your full potential. We are always looking for people with the relentless energy to push themselves further, and to find new avenues and unique ways to reach our shared goals.

So what are you waiting for? Join the winning team now.

Work you’ll do


  • Managing a team of Level 1 Finance Service Desk agents within the organization on a day to day basis including coaching, training & development, management of timekeeping, holidays and sickness, resource planning, ensuring service level agreements and KPI targets are met.
  • Act as first point of escalation in areas such as dealing with problem callers and escalations.
  • Handle performance management of a team, including monthly one to one’s, providing feedback, and dealing with absence management and return to work interviews.
  • Actively contributing to and deliver against the Finance Service Desk strategic objectives.
  • Ensure work is appropriately distributed and completed within the team accurately and in a timely manner.
  • Point of contact for escalation of more complex issues from the team.
  • Identify process issues/opportunities for service improvement, taking ownership to action/deliver as appropriate.
  • Pro-actively engage and collaborate with other Finance Service Desk stakeholders, other Customer Service desks, Finance Service Management and SMEs to ensure a consistent, high quality customer experience is maintained. 

Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We expect our people to embrace and live our purpose and shared values, challenging themselves everyday to identify issues that are most important to our clients, our people and the communities, and to make an impact that matters. In addition to living our purpose, Senior Associates / Senior Consultants / Assistant Manager across our Firm are expected to:


  • Understand objectives for stakeholders, clients and Deloitte whilst aligning own performance to objectives and sets personal priorities.
  • Develop themselves by actively seeking opportunities for growth, shares knowledge and experiences with others, and acts as a strong brand ambassador.
  • Seek opportunities to challenge themselves, collaborate with others to deliver and takes accountability for results.
  • Build relationships and communicates effectively in order to positively influence peers and stakeholders.
  • Work effectively in diverse teams within a highly inclusive team culture where everyone is supported, respected and recognized for their contribution.



  • Must have 7 years of experience in call centre/customer services/service desk/helpdesk with people/staff management exposure.
  • Must have experience in managing a team.
  • Experience in Finance Service Desk operations and performance management.
  • Knowledgeable in Service Now ITSM tool.
  • Good knowledge of ITIL v3 Best Practice Framework (preferably at least Foundation qualified).
  • Experience in creating insight from data and project management is desirable.
  • Able to work on shift rotation/overtime and agile environment.
  • Able to work in a challenging, fast-paced and dynamic environment.

Due to volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorized Deloitte Recruiters via firm’s business contact number or business email address.


Requisition ID:  66842

In Malaysia, the services are provided by Deloitte and other related entities in Malaysia ("Deloitte in Malaysia"), which are affiliates of Deloitte Southeast Asia Ltd. Deloitte Southeast Asia Ltd is a member firm of Deloitte Touche Tohmatsu Limited. Deloitte in Malaysia, which is within the Deloitte Network, is the entity that is providing this Website.

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