Senior IT Service Desk Lead & Asset Manager

aia

Kuala Lumpur

On-site

MYR 120,000 - 180,000

Full time

2 days ago

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Job summary

AIA Digital+ in Kuala Lumpur seeks a hands-on IT Service Desk Leader to oversee service desk operations, EUC support, asset management and IT procurement while ensuring security, compliance and high-quality end-user support.

You will mentor junior staff, drive continual service improvement, coordinate with security teams on risk remediation, and partner with finance and vendors to align IT initiatives with business goals.

Join us to shape a brighter future for our customers.

Responsibilities

Lead and manage day-to-day IT Service Desk and End User Computing (EUC) operations across business functions.
Oversee End User Support including onboarding and offboarding support for corporate users.
Ensure service desk tickets are managed efficiently to meet business SLAs.
Drive service improvement initiatives based on ticket analysis and recurring incident patterns.
Act as a point of escalation for complex service issues and provide advanced technical support.
Maintain and continuously improve the Service Desk knowledge base and security policies.
Collaborate with cross-functional teams to resolve projects and keep end users informed.
Provide coaching and daily support to junior staff to uplift capability and service quality.
Ensure full visibility and control of IT hardware and software assets, with emphasis on compliance.
Oversee IT purchasing processes, including sourcing, PO creation, and vendor coordination.