IT Service Desk Specialist - Malaysia.

<p><strong>About Us</strong></p>
<p>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.</p>
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<p>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.</p>
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<p><strong>Key Responsibilities</strong></p>
<ol>
<li>Assist in leading the IT Service Desk team to deliver standardized, efficient, and high-quality IT support services to internal users.&nbsp;</li>
<li>Develop, maintain, and enforce IT operations standards, support procedures, and incident management processes to ensure operational efficiency, compliance, and service consistency.&nbsp;</li>
<li>Monitor, respond to, and coordinate the resolution of incidents, alerts, and service disruptions, ensuring timely escalation, effective communication, and complete issue resolution.&nbsp;</li>
<li>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.&nbsp;</li>
<li>Support users in resolving day-to-day issues with Microsoft 365 and other commonly used business applications.&nbsp;</li>
<li>Monitor, analyze, and report key IT service metrics, including Mean Time to Resolution (MTTR), SLA compliance, ticket volume, and overall service performance.&nbsp;</li>
<li>Record, prioritize, track, and resolve all IT service requests through the ticketing system, ensuring compliance with established Service Level Agreements (SLAs).&nbsp;</li>
<li>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.&nbsp;</li>
<li>Continuously improve the centralized IT service delivery model and service request channels to enhance operational efficiency and user experience.&nbsp;</li>
<li>Manage user accounts, access permissions, and identity administration to ensure system security, data confidentiality, and compliance with corporate security policies.&nbsp;</li>
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<p><strong>Qualifications &amp; Experience</strong></p>
<ol>
<li>Diploma or Bachelor's degree in Information Technology, Computer Science, or a related discipline.&nbsp;</li>
<li>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.&nbsp;</li>
<li>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.&nbsp;</li>
<li>Strong sense of ownership and accountability, with a passion for IT operations, service excellence, and system reliability. Demonstrated leadership, communication, and decision-making skills.&nbsp;</li>
<li>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.&nbsp;</li>
<li>Proficient in installing, configuring, maintaining, and troubleshooting Windows, Microsoft Office, macOS, and end-user devices.&nbsp;</li>
<li>Advanced knowledge of Microsoft Office and Microsoft 365 administration. Experience with scripting or automation tools such as PowerShell or Python is an advantage.&nbsp;</li>
<li>Experience working in FinTech, financial services, banking, or other highly regulated industries is preferred.&nbsp;</li>
<li>ITIL certification (or equivalent IT Service Management knowledge) is preferred.&nbsp;</li>
<li>Excellent interpersonal, communication, and collaboration skills, with the ability to work effectively across cross-functional and global teams.</li>
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