Service Support Analyst

2 days ago

Puchong New Village, Malaysia Jobs Inc Full time 60,000 - 80,000 per year

Client Summary

A leading and publicly listed IT solutions provider with decades of experience in the region. They deliver end-to-end services including managed services, infrastructure, security, cloud, and enterprise platforms. The company has strong vendor partnerships, a large technical workforce, and many long-standing clients across government, finance, education and other sectors. The work environment is structured, process-driven, and emphasises service quality, continuous improvement, and compliance.

Key Responsibilities

  • Execute daily operational tasks according to established operational and system procedures.
  • Handle enquiries via phone and email; provide system/platform/app troubleshooting; apply remediation for system issues; perform change and configuration management.
  • Ensure service delivery meets project requirements and adheres to defined Service Level Agreements (SLAs).
  • For senior role:
  • Handle escalated enquiries and complaints.
  • Assist with staff rostering and scheduling.
  • Provide guidance to team members to ensure procedural compliance and maintenance of standards.
  • Demonstrate service delivery in person when needed (e.g. mentoring / oversight).
  • Contribute to development and maintenance of operational / IT / contact centre procedures.
  • Prepare, track, and report performance statistics, metrics, and operational reports.
  • For hotline‐related projects: respond to enquiries via FAQ according to procedure; ensure prompt resolution of user issues on supported platforms.
  • Occasionally assist the team lead with supervisory tasks.

Requirements

  • Higher Certificate / Diploma in Information Technology, Information Systems, or a related field.
  • Minimum 2 years experience in IT operations (Level 0 ideally Level 1) in fast-paced enterprise or managed services / contact centre environment.
  • Knowledge of Microsoft Windows AD, Exchange Server administration, and data centre operations is a plus.
  • Ability to handle multiple tasks simultaneously in a fast-paced environment.
  • Willingness to work on rostered shift duties.
  • Strong customer service orientation; detail-oriented, assertive, result-driven; able to take ownership and follow through tasks independently.
  • Good interpersonal and communication skills. Cantonese is essential; strong English and Mandarin are helpful.
  • Proficiency in Microsoft Office. Certifications in ITIL, Microsoft technologies or similar are an advantage.

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