Position Objective:
Asset Management & End User Computing (EUC)
To lead and optimize IT asset management, and procurement processes while ensuring compliance, security, and high-quality end-user support. The role also focuses on developing team capabilities and driving continuous service improvement across the organization.
Roles and Responsibilities:
Hardware Asset Management (HAM):
- Oversee lifecycle management of IT hardware assets including laptops, desktops, and peripherals.
- Ensure timely onboarding and refresh of hardware assets, avoiding shortages and minimizing warranty expiry gaps.
- Monitor leasing schedules and ensure timely return of leased assets to avoid unnecessary charges.
- Maintain accurate inventory records in SNOW or equivalent asset management systems.
- Coordinate with vendors and internal teams for procurement, delivery, and disposal of hardware assets.
Software Asset Management (SAM):
- Track and manage software licenses to ensure compliance with entitlement and usage policies.
- Conduct regular audits and cleanup of software installations, focusing on key publishers as defined by the group SAM team.
- Ensure 100% compliance for new software installations and maintain SAM compliance, this includes monitor and remediate EOL / EOS software within the entity.
- Collaborate with procurement and licensing teams to manage renewals and entitlements.
- Provide management reporting on asset utilization, renewals and compliance status.
L2 End User Computing (EUC) Support
- Act as Level 2 support for end-user computing issues across various projects and BAU operations.
- Provide remote and onsite support for operating systems, standard applications, and hardware drivers.
- Facilitates application and software releases and drives group initiatives in collaboration for AIA Digital+ Malaysia
- Support security remediation activities including patching (via SCCM or manual), vulnerability management, and endpoint protection (e.g., BitLocker, Zscaler, CrowdStrike).
- Participate in cross-departmental meetings, training, and security compliance reviews.
- Monitor alerts and notifications and escalate issues as needed to ensure timely resolution.
Job Requirements:
- Proven experience in senior IT system administration roles in complex environments.
- In-depth knowledge of server and network infrastructure, and end user technologies.
- Experience with virtualization technologies, e.g., VMware, Hyper-V.
- Excellent troubleshooting and problem-solving skills.
- Experience in IT infrastructure project coordination.
- Effective communication and collaboration skills.
- Ability to lead and coach junior IT staff members.
- Good understanding and knowledge of End User Technologies e.g., Microsoft Windows Active Directory, Group Policy Objects, Unified Endpoint Management (UEM), Virtual Desktop Infrastructure (VDI), Mobile Device Management (MDM), MacOS etc.
- Experience with Microsoft Azure cloud platform and services will be a plus.
- Sound understanding of IT security principles and best practices.
- Relevant certifications, e.g., Microsoft Azure Fundamentals, Cisco Certified Network Associate (CCNA), Information Technology Infrastructure Library (ITIL) etc.
Financial and Non-Financial Measures:
The role likely involves operational-level financial oversight, including:
IT Procurement Management: Overseeing sourcing, purchase orders (POs), invoice validation, and vendor coordination.
Budget Coordination: Working with finance and procurement teams to align IT purchasing with strategic budgets spent and forecasts.
Qualitative performance measures includes:
Time-based:
- Ticket resolution time
- Procurement cycle time
- Onboarding/offboarding turnaround
Quality-based:
- SLA compliance rate
- Audit pass rate for asset records
Volume-based:
- Number of tickets handled
- Assets tracked
Improvement-based:
- Reduction in recurring incidents
- Knowledge base updates
Communication Requirements:
- This role does not require external communications.
- This role requires clear and proactive communication to ensure smooth IT operations. Key responsibilities include:
- Sharing timely updates with management and stakeholders.
- Collaborating across teams to resolve issues and support projects.
- Maintaining comprehensive documentation.
- Acting as an escalation point for complex service issues.
- Gathering and responding to user feedback to improve service quality.
Minimum Job Requirements:
- Bachelors degree in Information Technology, Computer Science, or a related field.
- 5 7 years of hands-on experience in IT Service Desk or end-user support, preferably within a mid to large-sized organization.
- Solid knowledge of ITIL practices and IT ticketing systems, including SAM and HAM module (e.g. ServiceNow).
- Strong understanding of asset management principles (hardware/software lifecycle).
- Good written and verbal communication skills in English and Bahasa Malaysia.
- Strong attention to detail, including process-oriented mindset and efficiency in MS excel.
- Strong understanding on Service-Now workflow and asset management module.
- Familiar with IT procurement processes and vendor coordination.
- Excellent troubleshooting and problem-solving skills.
- Experience with compliance-driven environments (e.g. BNM-RMIT, ISO 27001).
- Working knowledge of software license compliance (e.g. Microsoft, Adobe).
- Exposure to regulatory audits, IT security remediation, and patch compliance.
- Familiarity with IT governance practices and internal SOP/policy creation.
- Strong interpersonal skills with the ability to promote team collaboration.
- Ability to produce and maintain technical documentation and knowledge base content.
