IT Service & End-User Support Lead (On-site)

UOB KAY HIAN (M) SDN. BHD.; Kuala Lumpur; On-site; MYR 47,000 - 80,000; Full time

Job summary

UOB Kay Hian Securities (M) Sdn Bhd seeks an IT Operations Specialist to provide on-site end-user support across Malaysia and operate trading application environments. You will manage desktops, laptops, printers, and peripherals, while ensuring Windows OS and Office 365 readiness and security compliance.

This role emphasizes incident response, ITSM processes, and coordination with vendors. You will work at Wisma UOA Damansara, performing SOD,EOD operations, deployment, and post-implementation

Qualifications

• Diploma or Degree in Information Technology, Computer Science, or a related field.
• Minimum 3–5 years of relevant experience in IT Operations, ITSM, EUC, or technical support.
• Position is based at Wisma UOA Damansara and requires regular on-site support for end users and IT operations.
• Hands-on experience in supporting and maintaining desktop and laptop computers, operating systems, business applications, printers, scanners, and other end-user peripheral devices.
• Strong knowledge of Windows operating systems, Microsoft Office 365, endpoint software installation, configuration, troubleshooting, and lifecycle management.
• Experience in troubleshooting and resolving hardware, operating system, software, and peripheral-related issues in an enterprise environment.
• Familiarity with endpoint deployment, imaging, software packaging, software distribution, patch management, and endpoint recovery processes.
• Basic knowledge of identity and access management (IAM), Active Directory, Microsoft Entra ID (Azure AD), Group Policy, user account administration, and endpoint security practices.
• Experience in supporting user onboarding, offboarding, endpoint provisioning, software licensing, and IT asset lifecycle management.
• Familiarity with IT Service Management (ITSM) processes, including Incident, Service Request, Problem, Change, and Asset Management.
• Experience using ITSM ticketing systems (e.g., ServiceNow, Jira Service Management, ManageEngine ServiceDesk Plus, Freshservice, or similar).
• Experience coordinating with vendors for hardware warranty claims, repairs, endpoint procurement, software licensing, and maintenance services.
• Exposure to system implementation, user acceptance testing (UAT), software deployment, production rollout, and post-implementation support.
• Ability to prepare and maintain technical documentation, SOPs, knowledge base articles, incident reports, and user guides.
• Good understanding of endpoint security, vulnerability remediation, operating system updates, software patching, and compliance with corporate security policies.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Ability to work independently, prioritize multiple tasks, and respond effectively to service interruptions and critical user issues within agreed service levels.
• Knowledge of ITIL Foundation or other relevant IT Service Management certifications will be an added advantage.
• Experience in supporting enterprise or business-critical applications is preferred; exposure to BTX, 2GO, BTIG Algo, or similar financial/trading platforms will be an added advantage.

Responsibilities

• Provide operational and technical support for business-critical trading applications, ensuring system availability.
• Troubleshoot and resolve incidents related to desktops, laptops, printers, and enterprise apps.
• Install, configure, deploy, and maintain desktop OS and business applications.
• Monitor endpoint health, software compliance, and operational performance.
• Maintain IT asset records and perform audits of endpoint devices and software inventory.
• Develop and maintain technical documentation, SOPs, knowledge base articles, and incident reports.

Skills

Analytical skills

Communication

Stakeholder management

Independent work

Education

Diploma/Degree in IT

Tools

ServiceNow

Jira Service Management

ManageEngine ServiceDesk Plus

Freshservice

Windows OS

Office 365

Azure AD / Entra ID

Group Policy

Active Directory

Job description

UOB Kay Hian Securities (M) Sdn Bhd seeks an IT Operations Specialist to provide on-site end-user support across Malaysia and operate trading application environments. You will manage desktops, laptops, printers, and peripherals, while ensuring Windows OS and Office 365 readiness and security compliance.

This role emphasizes incident response, ITSM processes, and coordination with vendors. You will work at Wisma UOA Damansara, performing SOD,EOD operations, deployment, and post-implementation