Service Support Operations Analyst

Hexa Business; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading ICT service provider in Kuala Lumpur is seeking a detail-oriented Service Support Operations Analyst for a 12-month contract. In this role, you will manage IT service delivery, enhance service quality, and ensure user productivity. The ideal candidate has a Bachelor's degree in IT and 2-5 years of experience in ITSM or Helpdesk Operations. This position offers a competitive remuneration and the opportunity to work in a dynamic ICT environment.

Benefits

12-month renewable contract

Opportunity for professional growth

Qualifications

• 2-5 years of hands-on experience in IT Service Management or Helpdesk Operations.
• Familiar with ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Desk.
• Solid knowledge of ITIL principles and incident management.

Responsibilities

• Provide frontline IT support by managing incidents and service requests.
• Administer and maintain the IT Service Management and Helpdesk systems.
• Evaluate and implement technology refresh or upgrade plans for ITSM.

Skills

IT Service Management

Helpdesk Operations

Problem-solving skills

Communication skills

Customer service

Education

Bachelor's Degree in Information Technology

Tools

ServiceNow

BMC Remedy

Jira Service Desk

Job description

Location: Kuala Lumpur
Employment Type: Contract (12 months)

About the Role: We are looking for a detail-oriented and customer-focused Service Support Operations Analyst to join our ICT team on a 12-month contract. In this role, you will deliver reliable ICT solutions and efficient support services to ensure seamless business operations. You will be the key custodian of our IT Service Management (ITSM) and Helpdesk systems — enhancing service quality, process efficiency, and overall user productivity across the organization.

Key Responsibilities

• Provide frontline IT support to users by managing incidents, service requests, and problem resolutions in line with defined SLAs.
• Administer and maintain the IT Service Management and Helpdesk systems, ensuring accurate tracking and timely reporting.
• Evaluate and implement technology refresh or upgrade plans for ITSM infrastructure and end-user computing environments.
• Conduct feasibility studies on new technology platforms and recommend cost-effective ICT solutions aligned with business goals.
• Translate business requirements into technical specifications and manage procurement, budgeting, and vendor coordination.
• Maintain accurate ICT asset inventories, hardware records, and software license databases.
• Review and improve IT processes, standards, and checklists related to end-user computing, hardware deployment, and software distribution.
• Identify and mitigate operational risks associated with IT service delivery.
• Promote user awareness through ICT updates, briefings, and knowledge-sharing initiatives.
• Manage vendor performance to ensure timely and high-quality delivery of solutions and services as per contractual agreements.

Requirements

• Bachelor's Degree in Information Technology, Computer Science, or a related discipline.
• 2-5 years of hands‑on experience in IT Service Management, Helpdesk Operations, or ICT Support.
• Familiarity with ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Desk.
• Solid knowledge of ITIL principles, incident management, and service delivery standards.
• Proven ability to manage end-user computing environments (hardware, software, and device management).
• Strong problem-solving and analytical skills with a proactive approach to issue resolution.
• Excellent communication and interpersonal skills, with a strong customer service orientation.
• Ability to adapt quickly and work independently in a fast-paced environment.

What We Offer

• 12-month renewable contract with competitive remuneration.
• Opportunity to work in a dynamic ICT environment supporting enterprise-wide operations.
• Exposure to cutting-edge IT service management tools and technologies.
• Collaborative work culture with continuous learning and professional growth opportunities.