Implementation Analyst

HeiTech Padu Berhad; Cyberjaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

HeiTech Padu Berhad in Malaysia is seeking a proactive 2nd Level Helpdesk Support to investigate, troubleshoot, and resolve escalated technical and application issues. You will work closely with Level 1 support and other IT teams to restore services and minimize downtime.

You will develop, maintain user manuals, provide on-site training, assist with UAT, and help with system rollout and stabilization, ensuring clear communication and documentation for non-technical users.

Qualifications

• Provide second-level support and resolve escalated issues.
• Perform root cause analysis and coordinate with teams.
• Create and update user guides and SOPs.
• Conduct on-site training and user onboarding.
• Assist with UAT and deployment activities.

Responsibilities

• Investigate, analyze, troubleshoot, and resolve Level 2 issues escalated from Level 1.
• Monitor incident status and ensure timely resolution.
• Provide technical guidance during system implementation and deployment.
• Develop and maintain system documentation and user manuals.
• Conduct on-site training for end users and support teams.
• Assist with UAT and coordinate with cross-functional teams.
• Support system rollout and post-implementation stabilization.
• Maintain records of incidents, trainings, and project docs.

Skills

Troubleshooting

Root cause analysis

Technical documentation

User support

Job description

Provide 2nd Level Helpdesk Support by investigating, analyzing, troubleshooting, and resolving technical and application-related issues escalated from Level 1 Support.

Perform troubleshooting and root cause analysis for system issues and coordinate with technical or development teams for issues requiring further investigation.

Monitor and follow up on incident/ticket status to ensure issues are properly recorded, handled, and resolved within the required timeframe.

Provide technical support and guidance to users during system implementation, deployment, and operational phases.

Develop, maintain, and update User Manuals, Technical Guides, SOPs, and other system-related documentation.

Translate technical system functions and processes into clear and user-friendly documentation for non-technical users.

Conduct On Site Training for end users, support personnel, and operational teams covering system usage, operational procedures, and basic troubleshooting.

Prepare training materials, presentation slides, demonstrations, exercises, and supporting documentation based on system functionality and requirements.

Support User Acceptance Testing (UAT) by assisting users with testing activities, identifying system issues, and documenting findings for further action.

Collaborate with Project, Technical, Development, and Operations teams to communicate user issues, feedback, and system requirements.

Support system rollout and post-implementation activities, including user onboarding, troubleshooting, and system stabilization.

Maintain records of incidents, troubleshooting activities, user feedback, training sessions, and project documentation.

Identify recurring issues and provide feedback to the project team to improve system stability, support processes, and overall user experience

Come Join Us on a Transformational Journey HeiTech Padu Berhad, a public listed company on the main board of Bursa Malaysia is Malaysia’s leading ICT solution provider with more than 1,000 employees. As Malaysia’s leading ICT player, HeiTech has brought to the market many innovative technologies through our holistic, integrated and reliable services. The services and solutions offered cover the entire life cycle of system and products from; System Integration and Application Development, Technology and Infrastructure Solutions right up to Value-Added Industry Specific ICT Solutions. Being an ICT brand of Malaysia, HeiTech’s strategy is characterized by a strong focus on innovation with world class expertise, capability and competency to help our customers achieve their business goals and corporate agenda. Capitalizing on HeiTech's technical strength and expertise, coupled with our home-grown solutions, we are well poised to deliver breakthrough ICT solutions for Malaysian and beyond.