24/7 IT Service Desk Specialist – End-User Support

Hytech; Kuala Lumpur; On-site; MYR 28,000 - 56,000; Full time

Benefits offered by this job

Transportation allowance

Corporate insurance (dental, optical,/

Gym and fitness claims

Ongoing training and development

Career growth opportunities

Job summary

Hytech is a leading management consulting firm with offices across Asia-Pacific and beyond, seeking an IT Support professional to deliver regional end-user support. Join a global team and help standardize IT operations, manage incidents, and maintain security policies.

The role involves configuring Windows and macOS devices, maintaining Active Directory, Microsoft 365, VPN, and ensuring SLA-driven response with strong collaboration across Desktop, Infrastructure, and Security teams.

Qualifications

• Experience in an IT Service Center or Service Desk environment is preferred.
• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• Minimum of 2 years of experience in IT Support, NOC, Service Desk, or a related IT operations role.
• Ability to work on a 24/7 rotational shift
• Strong sense of ownership and passion for IT operations and system reliability, with excellent leadership, communication, and decision-making skills.
• Solid knowledge of computer hardware, software, Microsoft 365, and networking fundamentals, with the ability to guide first-line support teams in resolving common technical issues.
• Hands-on expertise in installing, configuring, supporting, and troubleshooting Windows, Microsoft Office, macOS, and other end-user computing environments.
• Experience in the fintech industry or other highly regulated industries is preferred. ITIL certification or equivalent ITSM knowledge is a strong advantage.
• Strong teamwork, interpersonal communication, and collaboration skills.
• Proficiency in Mandarin and fluent English to working with Chinese speaking stakeholders

Responsibilities

• Ensure internal users receive standardized, efficient, and responsive IT support services.
• Develop, improve, and enforce IT operations standards, operational procedures, and incident management processes to ensure compliance and operational efficiency.
• Respond promptly to system alerts, incidents, and service disruptions, coordinating cross-functional efforts to ensure timely escalation and resolution.
• Provide desktop and end-user support, including the configuration, deployment, troubleshooting, and maintenance of Windows and macOS operating systems and hardware (laptops, desktops, printers, and mobile devices).
• Administer and maintain Active Directory, Microsoft 365, VPN, and security policies to ensure a secure IT environment.
• Prepare and report key operational metrics, including Mean Time to Resolution (MTTR), SLA compliance, incident volume, and other service performance indicators.
• Record, prioritize, and track all IT requests through the ticketing system, ensuring timely resolution within established Service Level Agreements (SLAs).
• Collaborate closely with Desktop Support, Infrastructure, and Information Security teams to provide regional or global end-user support.
• Continuously improve the IT service delivery model and single point of contact (SPOC) mechanism to enhance service quality and user experience, while creating and maintaining IT operations documentation and knowledge base articles.
• Manage user accounts and access permissions to ensure system security and data confidentiality.

Skills

IT Service Desk

Windows/macOS support

Microsoft 365

Active Directory

VPN & security fundamentals

Education

Diploma or Bachelor’s degree in Information Technology or Computer Science

Tools

Active Directory

Microsoft 365

VPN

Job description

Hytech is a leading management consulting firm with offices across Asia-Pacific and beyond, seeking an IT Support professional to deliver regional end-user support. Join a global team and help standardize IT operations, manage incidents, and maintain security policies.

The role involves configuring Windows and macOS devices, maintaining Active Directory, Microsoft 365, VPN, and ensuring SLA-driven response with strong collaboration across Desktop, Infrastructure, and Security teams.