Service Support Operations Analyst

Location : Kuala Lumpur

Employment Type : Contract (12 months)

About the Role : We are looking for a detail-oriented and customer-focused Service Support Operations Analyst to join our ICT team on a 12-month contract . In this role, you will deliver reliable ICT solutions and efficient support services to ensure seamless business operations. You will be the key custodian of our IT Service Management (ITSM) and Helpdesk systems — enhancing service quality, process efficiency, and overall user productivity across the organization.

Key Responsibilities

• Provide frontline IT support to users by managing incidents, service requests, and problem resolutions in line with defined SLAs.
• Administer and maintain the IT Service Management and Helpdesk systems, ensuring accurate tracking and timely reporting.
• Evaluate and implement technology refresh or upgrade plans for ITSM infrastructure and end-user computing environments.
• Conduct feasibility studies on new technology platforms and recommend cost-effective ICT solutions aligned with business goals.
• Translate business requirements into technical specifications and manage procurement, budgeting, and vendor coordination.
• Maintain accurate ICT asset inventories, hardware records, and software license databases.
• Review and improve IT processes, standards, and checklists related to end-user computing, hardware deployment, and software distribution.
• Identify and mitigate operational risks associated with IT service delivery.
• Promote user awareness through ICT updates, briefings, and knowledge-sharing initiatives.
• Manage vendor performance to ensure timely and high-quality delivery of solutions and services as per contractual agreements.

Requirements

What We Offer

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