IT Service Desk Specialist - Malaysia

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.