System Analyst | Digital Engagement Team

JOB SUMMARY

Leads the day-to-day IT Service Desk and Digital Engagement operations to deliver responsive, customer-focused technical support. The role defines operational requirements, supervises and develops Service Desk Analysts, monitors service level agreement (SLA) and key performance indicator (KPI) performance, manages complex escalations and major-incident communications, and drives continuous improvement while ensuring compliance with IT, data protection and security requirements.

JOB RESPONSIBILITIES

1. Service Desk Leadership and Operations

Lead, coach and motivate Service Desk Analysts to achieve high service quality and customer satisfaction. Manage daily operations, including workforce scheduling, workload allocation, queue monitoring and operational coverage. Assess team performance, identify capability gaps and coordinate training to strengthen technical and customer-service skills. Ensure incidents and service requests are recorded, prioritised, assigned, updated and resolved accurately within agreed timelines. Act as the primary escalation point for complex technical issues and coordinate timely resolution with relevant IT teams. Maintain effective communication between end users, Service Desk Analysts, technical teams and management.

2. Service Performance, Major Incidents and Reporting

Monitor SLA, KPI, ticket ageing, backlog, first-contact resolution and other service-performance indicators. Coordinate and communicate service disruptions and major incidents to business and IT stakeholders through clear, timely and consistent updates. Analyse service data and reports to identify recurring issues, demand patterns, risks and improvement opportunities. Recommend and implement corrective actions to improve service quality, productivity and customer experience.

3. Knowledge, Governance and Continuous Improvement

Maintain and improve Standard Operating Procedures (SOPs), knowledge-base articles, user guides and operational records. Support system upgrades, maintenance and service-transition activities in collaboration with other IT units and vendors. Ensure operational activities comply with approved IT policies, data-protection requirements, information-security standards and internal controls.

JOB REQUIREMENTS

• Malaysian citizen
• Passed the Malay Language (including oral test) at Sijil Pelajaran Malaysia (SPM) level.
• Bachelor's degree in Computer Science, Information Technology, Information Systems or equivalent which is recognized by the Government from any local or abroad higher learning institution in related field of study or qualification in related field of stud, accredited by the Malaysia Government.
• Minimum 4-7 years of relevant experience in IT service desk, end-user support or digital engagement operations, with experience in incident escalation and team supervision.
• Experience using IT service management platforms such as Ivanti or BMC, procurement systems and Microsoft Intune. Experience in SLA/KPI reporting, major-incident coordination, knowledge management and customer-facing technical support is required.

PLACEMENT

Digital Engagement Team, Customer Experience Centre Section, Digital Service Management Department

JOB STATUS

Permanent

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