Associate Service Desk

Great Eastern Life; Kuala Lumpur; On-site; MYR 45,000 - 60,000; Full time

Job summary

A leading insurance company seeks an Associate/Assistant Manager for the IT Service Desk. This role involves technical support, incident management, and process improvement within a dynamic environment. Candidates should have a degree in IT and relevant experience. Join a team committed to enhancing service quality.

Qualifications

• 2-5 years’ experience in Incident Management.
• Strong coordination skills for complex investigations.
• Proactive work approach.

Responsibilities

• Provide technical support for desktop/laptop/printer and application issues.
• Own escalated incidents ensuring timely updates and resolution.
• Conduct call quality monitoring and coach team members.

Skills

Coordination

Problem Solving

Accountability

Proactivity

Education

Degree in IT-related field

Job description

Job Description - Associate Service Desk (240001W7)

Job Number:

240001W7

Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all we do. Being one of Asia’s leading insurers for over a century, we have built a 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 us. They motivate us to do the right thing, lead proactively, and prioritize team success. Our mission is to enhance our customers’ lives by understanding their needs and helping them protect what matters most.

If you seek a dynamic career with growth opportunities, we invite you to join us as Associate/Assistant Manager, IT Service Desk.

The Role:

• Provide technical support for desktop/laptop/printer and application issues.
• Own escalated incidents and service requests, ensuring timely updates 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.
• Conduct call quality monitoring and coach team members for improvement.
• Identify patterns in support issues to improve reliability and service quality.
• Create workarounds and fixes for new incidents.
• Oversee regional call center team adherence to processes and procedures.
• Generate regular and ad-hoc reports.
• Consider business and regulatory risks, taking steps to mitigate them.
• Stay informed on industry trends, compliance, threats, and technologies.
• Share best practices for risk management.
• Perform other related responsibilities.

The Person:

• Degree in any IT-related field.
• 2-5 years’ experience in Incident Management.
• Strong coordination skills for complex investigations.
• Structured, independent, and proactive work approach.
• Responsible, reliable, and trustworthy.
• High integrity, accountability, and teamwork attitude.
• Initiative to improve processes and adaptable to change.

Great Eastern Malaysia is committed to Equal Employment Opportunity, ensuring fair consideration for all qualified applicants.

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

About Great Eastern:

Founded in 1908, Great Eastern is a leading insurer in Singapore and Malaysia, with assets over S$100 billion and more than 16 million policyholders. It operates through various channels and has a presence in Indonesia and Brunei. Recognized for financial strength, it is a subsidiary of OCBC, a highly-rated Singapore bank.

Note to 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.