IT Technical Support Analyst

JOB RESPONSIBILITIES

The IT Technical Support Analyst for Endpoint User Computing (EUC) is responsible for providing s
econd-line technical support
to all end-users within the organization. This role focuses on the deployment, maintenance, security, and troubleshooting of all end-user devices and software, including desktops, laptops, mobile devices, and peripherals. The Analyst will ensure high levels of customer satisfaction, minimal downtime, and the integrity and security of all client-side IT assets.

JOB SCOPE

1.Technical Support & Troubleshooting

• Provide timely and effective second-line technical support for all end-user issues, resolving incidents via phone, email, remote assistance, and desk-side support.
• Diagnose, troubleshoot, and resolve complex issues related to hardware (laptops, desktops, peripherals, mobile devices), operating systems (Windows, macOS, iOS, Android), and standard and specialized software applications.
• Monitor and oversee the implementation of preventive maintenance for computer hardware/software, ensuring that it is carried out according to the predefined schedule.
• Provide technical support and handle complex or high-impact issues.
• Escalate unresolved matters to appropriate IT teams whenever necessary
• Coordinate with external vendors for hardware repairs and warranty claims as needed

2.System Monitoring & Maintenance

• Perform routine maintenance tasks like patching, updates, and backups.
• Ensure antivirus, security patches, and updates are applied regularly.
• Ensure that all PCs are installed with the latest software and are functioning properly

3.Documentation & Guidance

• Maintain accurate records of support requests, issues, and resolutions.
• Create and update technical documentation, user manuals, and knowledge base articles.
• Provide basic IT training to end-users.
• Guide users on best practices, including security and data protection.

4.Team Leadership & Supervision

• Lead and daily operations of IT Technician in technical support team.
• Supervise and monitor the resolution of IM/SR (Incident Management/Service Request) cases by subordinates to ensure they are resolved within the agreed SLA timeframe.
• Plan training and overtime budgets for team members
• Plan and manage necessary training for team members to effectively perform daily tasks.
• Carry out tasks assigned by the supervisor from time to time.
• Train, mentor, and evaluate Technical Support team members (IT Technician).

REQUIRED COMPETENCIES

Technical Skills

• Troubleshooting of end user computing hardware, peripheral, software, and network issues
• Knowledge of operating systems (Windows, macOS, Linux)
• Familiarity with enterprise tools (Office 365, Active Directory)
• Use of ticketing and remote support systems

Communication & Customer Service

• Clear, user-friendly communication
• Patience, empathy, and service oriented

Teamwork & Adaptability

• Collaborative mindset
• Ability to handle pressure and shifting priorities
• Ability to adapt to rapidly changing technologies and user needs
• Proactive in learning new tools, systems, and best practices in IT support

Leadership & Team Management

• Ability to lead, motivate, and mentor a team of IT technicians
• Skilled in workload delegation, performance monitoring, and conflict resolution
• Experience in developing staff capabilities through coaching and training

Analytical & Problem-Solving Skills

• Capable of diagnosing and resolving complex technical issues efficiently
• Ability to identify recurring problems and suggest improvements to reduce incidents
• Proficiency in analyzing helpdesk performance data and generating actionable insights

Process & Compliance Awareness

• Strong knowledge of ITIL best practices and IT governance
• Understanding of data privacy, security compliance, and organizational IT policies
• Ability to ensure the helpdesk operates in accordance with defined procedures and standards

Project & Change Management

• Experience supporting IT projects and change initiatives from a technical perspective
• Familiarity with project documentation and status reporting

JOB QUALIFICATIONS

• Malaysian citizen.
• Bachelor's degree in Computer Science, Information Systems, or equivalent qualification from accredited higher learning institutions
• Minimum of four (4) years' experience in IT Technical Support and IT field operations
• Strong analytical skills with proficiency in Excel, Power BI, or other tools.
• Experience in using tools such as Service Management Tools (e.g Ivanti, BMC), Procurement system and Intune are value added

JOB STATUS

Permanent

All applications are strictly
CONFIDENTIAL
and only shortlisted candidates will be called in for interview. Applications are deemed
UNSUCCESSFUL
if there is no feedback from the EPF
2 MONTHS
after the closing date of advertisement.