IT Service Desk Specialist - Malaysia

Hytech; Kuala Lumpur; Presencial; MYR 67.000 - 134.000; Jornada completa

Descripción de la vacante

Hytech, a leading management consulting firm, seeks an experienced IT Service Desk Lead in Kuala Lumpur to drive standardized, efficient IT support for internal users. The role covers desktop support, MS 365, incident management, and cross-functional collaboration with global IT teams.

You will mentor first-line engineers, ensure SLA adherence, and contribute to ongoing improvements of the IT service delivery model, while upholding security and compliance standards.

Formación

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum 5 years in IT Support, Service Desk, or NOC environments, with at least 2 years in a leadership role.
• Fluent English, strong written and spoken communication; multinational experience preferred.
• Strong ownership and accountability; leadership, communication and decision-making skills.
• Solid knowledge of computer hardware, operating systems, Microsoft 365, and networking fundamentals; ability to mentor first-line support engineers.
• Proficient in Windows, Microsoft Office, macOS, and end-user devices.
• Advanced knowledge of Microsoft Office and Microsoft 365 administration; scripting with PowerShell or Python is a plus.
• Experience in FinTech/regulated industries preferred; ITIL knowledge or certification preferred.

Responsabilidades

• Lead IT Service Desk team to deliver standardized, efficient, high‑quality IT support.
• Develop, maintain, and enforce IT operations standards and incident management processes.
• Monitor, respond to, and coordinate incident resolution with timely escalation and clear communication.
• Provide desktop and end-user support for Windows and macOS devices, printers, and mobile devices.
• Support users with Microsoft 365 and other business apps.
• Monitor and report MTTR, SLA compliance, ticket volume, and service performance.
• Record, prioritize, track, and resolve all IT service requests per SLAs.
• Collaborate with Desktop, Infrastructure, InfoSec, and AI teams, plus regional/global IT teams.
• Continuously improve centralized IT service delivery and user experience.
• Manage user accounts, access permissions, and identity administration.

Conocimientos

Team leadership

IT operations

Microsoft 365 administration

Scripting (PowerShell/Python)

English proficiency

Cross-functional collaboration

ITIL knowledge

Educación

Diploma or Bachelor's in IT/CS

ITIL Certification (preferred)

Herramientas

Windows

macOS

Microsoft 365

Networking fundamentals

Descripción del empleo

About Us

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specializing in digital transformation for fintech and financial services companies. We provide comprehensive consulting solutions, as well as middle- and back-office support, to empower our clients with streamlined operations and cutting‑edge strategies.

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specializing in digital transformation for fintech and financial services companies. We provide comprehensive consulting solutions, as well as middle- and back-office support, to empower our clients with streamlined operations and cutting‑edge strategies.

With a global team of over 2,000 professionals, Hytech has established a strong presence worldwide, with offices in Australia, Singapore, Malaysia, Taiwan, Philippines, Thailand, Morocco, Cyprus, and more.

Key Responsibilities

• Assist in leading the IT Service Desk team to deliver standardized, efficient, and high‑quality IT support services to internal users.
• Develop, maintain, and enforce IT operations standards, support procedures, and incident management processes to ensure operational efficiency, compliance, and service consistency.
• Monitor, respond to, and coordinate the resolution of incidents, alerts, and service disruptions, ensuring timely escalation, effective communication, and complete issue resolution.
• Provide desktop and end‑user support by installing, configuring, troubleshooting, and maintaining Windows and macOS operating systems, laptops, desktops, printers, mobile devices, and related hardware.
• Support users in resolving day‑to‑day issues with Microsoft 365 and other commonly used business applications.
• Monitor, analyze, and report key IT service metrics, including Mean Time to Resolution (MTTR), SLA compliance, ticket volume, and overall service performance.
• Record, prioritize, track, and resolve all IT service requests through the ticketing system, ensuring compliance with established Service Level Agreements (SLAs).
• Collaborate closely with Desktop Support, Infrastructure, Information Security, and AI teams, while coordinating with regional and global IT teams to support enterprise‑wide IT initiatives.
• Continuously improve the centralized IT service delivery model and service request channels to enhance operational efficiency and user experience.
• Manage user accounts, access permissions, and identity administration to ensure system security, data confidentiality, and compliance with corporate security policies.

Qualifications & Experience

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• Minimum 5 years of experience in IT Support, Service Desk, or Network Operations Center (NOC) environments, including at least 2 years of team leadership or supervisory experience.
• Fluent in both spoken and written English, with the ability to use English as the primary working language. Experience in multinational corporations is highly preferred.
• Strong sense of ownership and accountability, with a passion for IT operations, service excellence, and system reliability. Demonstrated leadership, communication, and decision‑making skills.
• Solid knowledge of computer hardware, operating systems, Microsoft 365, and networking fundamentals, with the ability to mentor first‑line support engineers in troubleshooting common technical issues.
• Proficient in installing, configuring, maintaining, and troubleshooting Windows, Microsoft Office, macOS, and end‑user devices.
• Advanced knowledge of Microsoft Office and Microsoft 365 administration. Experience with scripting or automation tools such as PowerShell or Python is an advantage.
• Experience working in FinTech, financial services, banking, or other highly regulated industries is preferred.
• ITIL certification (or equivalent IT Service Management knowledge) is preferred.
• Excellent interpersonal, communication, and collaboration skills, with the ability to work effectively across cross‑functional and global teams.