IT Service Desk Specialist - Malaysia

Hytech Consulting Management Sdn Bhd; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Hytech Consulting Management Sdn Bhd is seeking an experienced IT Service Desk Lead to reinforce our enterprise IT support for internal users across the region. You will drive standardized incident handling, maintain IT operations standards, and coordinate with regional and global IT teams to ensure service reliability.

The ideal candidate has a Diploma or Bachelor’s in IT/CS, 5+ years in IT support with 2+ years in leadership, and strong English communication.

Qualifications

• Diploma or Bachelor's degree in Information Technology, Computer Science, or related discipline.
• 5+ years IT Support/Service Desk experience, with at least 2 years in team leadership or supervision.
• Fluent in English; experience in multinational environments is preferred.
• Strong ownership, accountability, and leadership with clear communication.
• Solid knowledge of computer hardware, OS, Microsoft 365, and networking fundamentals.
• Proficient in Windows, Microsoft Office, macOS, and end-user devices.
• Advanced knowledge of Microsoft 365 administration; scripting in PowerShell or Python is a plus.
• Experience in FinTech or regulated industries is preferred.
• ITIL certification or equivalent ITSM knowledge is preferred.
• Excellent interpersonal and collaboration skills across cross-functional/global teams.

Responsibilities

• Lead IT Service Desk to deliver standardized, high-quality IT support for internal users.
• Develop and enforce IT operations standards, procedures, and incident management processes.
• Monitor and coordinate incident resolution, escalation, and communication with stakeholders.
• Provide desktop and end-user support for Windows and macOS devices, printers, and mobile devices.
• Assist users with Microsoft 365 and other business applications.
• Monitor, analyze, and report IT service metrics (MTTR, SLA, ticket volume).
• Record, prioritize, track, and resolve requests via the ticketing system per SLAs.
• Collaborate with Desktop Support, Infrastructure, InfoSec, and AI teams across regions.
• Improve centralized IT service delivery and user experience.
• Manage user accounts, access permissions, and identity administration.

Skills

IT operations

Team leadership

English proficiency

Scripting (PowerShell/Python)

Education

Diploma/Bachelor's in IT/CS

Tools

Windows/macOS troubleshooting

Microsoft 365 admin

Networking fundamentals

PowerShell/Python scripting

Job description

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.