Assistant Manager, IT Service Desk

Great Eastern Life; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Join a leading insurance company as an Assistant Manager for the IT Service Desk and play a key role in delivering technical support across desktop, laptop, and network issues. You'll be responsible for maintaining service quality, supervising team members, and developing solutions to enhance service reliability. If you are proactive, reliable, and eager to improve processes, this permanent position in Kuala Lumpur offers a great opportunity for career advancement.

Qualifications

• Minimum 5 years' experience in Incident Management processes.
• Structured and independent work style.
• High integrity and accountability.

Responsibilities

• Provide technical analysis and assistance for IT issues.
• Ensure timely updates and resolution of service requests.
• Supervise regional call center team members.

Skills

Coordination skills

Problem-solving

Technical analysis

Monitoring and reporting

Education

Degree in IT or related field

Job description

Job Description - Assistant Manager, IT Service Desk (240000UI)

Job Number:

240000UI

Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia’s leading insurers for over a century, we have built a long-lasting legacy of trust with our customers across generations. This trust is founded on Integrity, Initiative, and Involvement—from honest and transparent customer relationships to proactive delivery of the best insurance solutions.

Integrity, Initiative, and Involvement guide our actions. They drive us to do the right thing, lead by example, and prioritize team success over individual gains. Our mission is to make life great for our customers by understanding their needs and helping them protect what matters most.

If you seek a growth-oriented career filled with opportunities, we invite you to join us as Assistant Manager, IT Service Desk.

The Role:

• Provide technical analysis and assistance to resolve desktop, laptop, printer, and application issues.
• Take ownership of escalated incidents and service requests, ensuring timely updates, follow-up, and resolution within SLA.
• Support basic network and server system issues.
• Ensure quality of fixes and patches.
• Update the call center on ticket status and ensure resolution within SLA.
• Monitor support issues at sites to identify patterns and prioritize resolution to improve service reliability and quality.
• Perform call and ticket quality monitoring.
• Develop workarounds and fixes for new incidents.
• Supervise regional call center team members, ensuring adherence to escalations, processes, and procedures.
• Generate regular and ad-hoc reports.
• Consider business and regulatory compliance risks, taking steps to mitigate them.
• Stay informed about industry trends, regulations, emerging threats, and technologies to better safeguard the company.
• Highlight potential risks and share best practices in risk management.
• Perform other related responsibilities.

The Person:

• Degree in IT or related field.
• Minimum 5 years’ experience in Incident Management processes.
• Excellent coordination skills for managing complex investigations or incidents.
• Structured, independent, and self-reliant work style.
• Responsible, proactive, reliable, and trustworthy.
• High integrity, accountability, and positive attitude towards teamwork.
• Initiative to improve current processes and adaptability to change.

Great Eastern Malaysia is committed to Equal Employment Opportunity. All qualified applicants will receive fair consideration for employment.

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

About Great Eastern:

Founded in 1908, Great Eastern prioritizes customer-centricity in all we do. Our legacy extends beyond products to our culture, guided by core values of Integrity, Initiative, and Involvement. We uphold our promise to deliver the best for our customers sustainably.

We promote inclusivity and equal opportunity, encouraging employees to contribute to innovative insurance solutions.

Since 2018, we have been a signatory to the UN Principles of Sustainable Insurance, integrating ESG considerations into our business practices to support environmental sustainability, social responsibility, and governance excellence.

Note for Recruitment Agencies: We do not accept unsolicited resumes. Please do not send resumes to our email or employees. We are not responsible for fees related to unsolicited resumes.