Technical Customer Support Analyst (IT Support)

Location: Kuala Lumpur, Malaysia; hybrid shift-based work with office attendance for three weeks and home working for one week

Company

Global health insurer providing healthcare guidance, information, and support to customers throughout their lives.

What you will do

• Provide technical support, including Avaya level 1 voice support, to onsite and remote users.
• Install, configure, and support end-user devices through IMAC activities.
• Manage IT Service Desk incidents and service requests through the call management system.
• Administer user access for business applications and prioritize requests across IT Support teams.
• Monitor SLA compliance, escalate outages, and identify improvements to service quality and team efficiency.

Requirements

• At least two years of experience in an IT support team.
• Experience with incident management, call management systems, and SLA-driven service operations.
• Experience setting up Avaya desk phones and supporting mobile phones.
• Windows 10 operating system and PC hardware support, Microsoft Office, Active Directory, Citrix, SCCM, and Exchange account maintenance.
• Knowledge of networking and patching, with clear and effective verbal and written communication skills.

Nice to have

• ITIL Foundation certification.
• Microsoft certification.
• Experience with ServiceNow.

Culture & Benefits

• Shift-based schedule: one week from 5 AM to 2 PM with home working, followed by three weeks from 8 AM to 5 PM with office working.
• Work within a Technology, Engineering & Operations group and report to the IT Service Desk Team Leader.
• Customer-focused environment with an emphasis on positive, methodical, and service-oriented support.