Lead and manage day-to-day IT Service Desk and End user Computing (EUC) operations across business functions.
Oversee End User Support including onboarding and offboarding support for corporate users.
Ensure service desk tickets are managed efficiently to meet business SLAs.
Drive service improvement initiatives based on ticket analysis and recurring incident patterns.
Act as a point of escalation point for complex service issues affecting business continuity or timelines; and to provide advanced technical support to end users and junior IT staff.
Maintain and continuously improve the Service Desk and EUC knowledge base to ensure accurate, up to date documentation for common issues, procedures and user guides.
Implements and maintains IT security policies, including access controls and data protection measures.
Conducts regular security audits and promptly addresses vulnerabilities across end user devices.
Collaborate with cross functional teams to ensure timely resolution of various projects, request or issues and maintain effective communication with end users.
Team Leadership & Development
Provide coaching, guidance, and daily support to junior service desk staff to uplift team capability and service quality.
Conduct regular performance reviews, set clear expectations, and identify training needs.
Foster a collaborative team culture focused on continuous learning, accountability and service excellence.
IT Asset Management
Ensure full visibility and control of IT hardware and software assets, with emphasis on compliance with insurance regulatory requirements (e.g. BNM, ISO27001).
Ensure accurate tracking and management of IT hardware and software assets throughout their lifecycle with emphasis on company compliance standards and requirements.
Support internal and external audits by maintaining clean asset records and software license compliance.
Work closely with information security teams on vulnerability remediation and system lifecycle tracking.
IT Purchasing Operations
Oversee IT purchasing processes, including sourcing, PO creation, invoice validation and vendor coordination.
Ensure timely procurement and compliance with internal policies and vendor due diligence standards.
Coordinate with finance and procurement on budgeting and asset forecasting tied to IT strategy.
Qualifications
Bachelor&aposs Degree in Information Technology, Computer Science, or a related field.
Minimum 4 years of hands-on experience in IT Service Desk or end-user support, preferably within a mid to large-sized organization.
Proven experience managing or supervising a small IT support team.
Solid knowledge of ITIL practices and IT ticketing systems (e.g. ServiceNow, Jira).
Strong understanding of asset management principles (hardware/software lifecycle).
Good written and verbal communication skills in English and Bahasa Malaysia.
Familiar with IT procurement processes and vendor coordination.
Excellent troubleshooting and problem-solving skills.
Experience in IT infrastructure project coordination.
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.
Beyondsoft (Malaysia) Sdn. Bhd. is committed to being an equal opportunity employer and provides equal employment opportunities to all employees and applicants. We strive to cultivate a workplace that celebrates diversity and inclusion, where individuals of all backgroundsregardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, or any other distinguishing traitcan succeed and thrive. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, national origin, disability status, genetics, sexual orientation, gender identity, or expression. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the entire employee lifecycle. We are focused on creating an environment where everyone can reach their full potential.
Employment offers from Beyondsoft (Malaysia) Sdn. Bhd. are contingent upon the successful completion of any required pre-employment processes, in line with applicable laws and regulations. Beyondsoft (Malaysia) Sdn. Bhd. does not ask for any recruitment fees, nor does it request any unauthorized payments from candidates as part of the hiring process
