Senior Support Analyst, Information Technology M/F

Crédit Agricole Group; Putrajaya; On-site; MYR 67,000 - 112,000; Full time

Job summary

CACEIS Malaysia, located in IOI City, Putrajaya, seeks an IT Support specialist to perform local IT daily activities and provide hands-on support to users across the organization.

You will resolve incidents, manage hardware and software requests within SLA, handle asset movements, maintain asset records, and assist with audits and compliance guidelines while working in a dynamic, multi-shift environment.

Qualifications

• Local IT support activities per checklist
• Resolve incidents escalated by IT Helpdesk
• Manage hardware and software requests within SLA
• Maintain records of IT assets and reconcile inventories
• Assist in compliance and audit processes

Responsibilities

• Performs Local IT daily activities as per checklist accurately and timely.
• Local IT support daily activities: Incident resolution escalated by IT Helpdesk; Manage incidents/service requests for hardware/software within SLA.
• Deployment and movement of physical assets and asset management (inventory update, tracking).
• Ensure production environment facilities (PCs, telephony, mobile devices, video conf) are in good working condition.
• Support DRP/BCP requirements and relate documentation and testing.

Skills

IT support

Incident management

Asset management

Troubleshooting

Documentation

Compliance

Job description

What is the opportunity?

CACEIS Malaysia has been a cornerstone of asset servicing since 2008, evolving into a trusted hub of operational excellence within the global CACEIS network. Strategically located in IOI City, Putrajaya, the company employs over 1,200 skilled professionals, providing a broad spectrum of services to institutional clients across Europe. These services include Custody & Cash Clearing, Fund Administration, Fund Distribution, Master Data Services, Market Solutions, Group Invoicing, Reconciliations and Private Equity & Real Estate Solutions. As a centre of excellence, CACEIS Malaysia plays a pivotal role in driving the scalability of global operations, enhancing service quality, and implementing standardized processes to meet the diverse needs of its clients. The dedicated team in Malaysia is committed to delivering reliable solutions that empower clients to thrive in a dynamic and competitive financial landscape.

Region: Selangor - Malaysia
Working Hours: 6AM – 2AM (3 Shift : 6AM – 3PM / 9AM – 6PM / 5PM – 2PM)

What will you do?

Primary Responsibilities

• Performs Local IT daily activities as per checklist accurately and timely.
• Local IT support daily activities:
  • Incident resolution escalated by IT Helpdesk
  • Manage incidents/service request related any hardware and software use by CACEIS Malaysia users within SLA
  • Provide technical support for Townhall, Job Fair and meeting/training rooms setup
  • Deployment and movement of physical assets
  • Asset management (inventory update, tracking etc, reconciliations)
• Ensuring the team KPI/KQI’s are met as per incident SLA
• Ensure that all production environment facilities (PCs, Telephony system, Mobile Devices and Video Conference) are always in good running condition
• Support DRP/BCP requirement in the organization
• Analyse and escape issues if required to Support teams for resolutions.
• Develops and maintains technical procedures and user guides.
• Ensure appropriate communication to users on any issue arise.
• Communicate and follow up regularly with the service providers whether internally or externally on any issues arise.
• Troubleshooting, diagnosing and solving issues related to system and network problems with a hardware/software faults.
• Ensure daily activities performed in accordance with CACEIS Malaysia Compliance and Audit guidelines.
• Keep records of all IT assets (receiving, faulty, repairing, relocate)
• Participate into the resolution and follow up of any items identified by the Audit.

Other responsibilities

• Will work on multiple assignments at any one time.
• Ad-hoc projects are assigned on a regular basis as part of the individual objectives and development plans.
• Assist Manager and management team in any technical matters
• Acting as a backup for Manager whenever necessary.
• Management of Purchase Orders for IT equipment
• Management of IT equipment invoicing and ensuring payments areclosed.