IT Service Desk Specialist - Malaysia

About Hytech Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising 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, Dubai and more. Key Responsibilities Assist in managing the IT Service Desk team to ensure internal users receive standardized, efficient, and responsive IT support services. Develop, improve, and enforce IT operations standards, operational procedures, and incident management processes to ensure compliance and operational efficiency. Respond promptly to system alerts, incidents, and service disruptions, coordinating cross-functional efforts to ensure timely escalation and resolution. Provide desktop and end-user support, including the configuration, deployment, troubleshooting, and maintenance of Windows and macOS operating systems and hardware (laptops, desktops, printers, and mobile devices). Administer and maintain Active Directory, Microsoft 365, VPN, and security policies to ensure a secure IT environment. Prepare and report key operational metrics, including Mean Time to Resolution (MTTR), SLA compliance, incident volume, and other service performance indicators. Record, prioritize, and track all IT requests through the ticketing system, ensuring timely resolution within established Service Level Agreements (SLAs). Collaborate closely with Desktop Support, Infrastructure, and Information Security teams to provide regional or global end-user support. Continuously improve the IT service delivery model and single point of contact (SPOC) mechanism to enhance service quality and user experience, while creating and maintaining IT operations documentation and knowledge base articles. Manage user accounts and access permissions to ensure system security and data confidentiality. Requirements: Experience in an IT Service Center or Service Desk environment is preferred. Diploma or Bachelor's degree in Information Technology, Computer Science, or a related discipline. Minimum of 5 years of experience in IT Support, Network Operations Center (NOC), Service Desk, or a related IT operations role. Ability to work on a 24/7 rotational shift Strong sense of ownership and passion for IT operations and system reliability, with excellent leadership, communication, and decision-making skills. Solid knowledge of computer hardware, software, Microsoft 365, and networking fundamentals, with the ability to guide first-line support teams in resolving common technical issues. Hands-on expertise in installing, configuring, supporting, and troubleshooting Windows, Microsoft Office, macOS, and other end-user computing environments. Experience in the fintech industry or other highly regulated industries is preferred. ITIL certification or equivalent IT Service Management (ITSM) knowledge is a strong advantage. Strong teamwork, interpersonal communication, and collaboration skills. Proficiency in Mandarin and fluent English to working with Chinese speaking stakeholders What We Offer Easy access to public transportation (LRT & KTM). Transportation allowance + Competitive shift allowance for afternoon and night shifts Corporate insurance coverage, including dental, optical, and outpatient claims. Gym and fitness claims. Ongoing training and development opportunities. Exposure to exciting projects that support career growth and professional development.