Senior Analyst / Associate, IT Service Desk (1-Year Contract)

About Maybank Securities Maybank Securities, a leading brokerage and investment bank with a reach extending across ASEAN, the UK and the US, offers a comprehensive suite of services. These include corporate finance & advisory, navigating debt and equity capital markets, derivatives trading, brokerage and research for both retail and institutional investors, and prime brokerage. Roles & Responsibilities: • Provide technical support for all internal staff and traders. • Assist users through phone, email, chats, ticketing system or face to face interactions. • Perform user account management tasks, including ID creation, password resets, account unlocks, access rights handling, and user access matrix reviews. • Assist in 1st Level and 2nd Level application and hardware troubleshooting. • 1st point of contact for IT related troubleshooting and IT service requests. • Support remote users in multiple locations. • Responsible for managing IT assets, upgrade and migration of IT devices. • Responsible in communicating and follow up with Group IT regarding user requirements and technical issues. • Develop and maintain Standard Operating Procedures (SOPs) • Create and update knowledge base articles and troubleshooting documentation. • Responsible to create and update knowledge base articles and troubleshooting guides. • Participate in various IT projects and initiatives. Requirements • Diploma in IT related with at least 3 years of hands-on experience in end-user IT support. • Experience with Manage Engine, HP ITSM and Microsoft 365 is an added advantage. • Strong communication skills for interacting with users and vendors. • Ability to deliver high-quality customer service and maintain positive working relationships. • Capable of explaining technical concepts clearly to both technical and non-technical users. • Able to provide basic IT best-practices guidance and training to users. • Strong knowledge of PC hardware, software, and troubleshooting methodologies. • Self-motivated with strong sense of urgency. • Able to start work early and able to work on shift basis. • Willingly to work overtime and during public holidays or weekends when required. We regret to inform only shortlisted candidates will be notified.