- Location
- Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia · published
- Type
- Full-time
- Seniority
- Mid
- Source
- Workable
Description
About Us
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.