C
Co-opbank Pertama
Manager, Information Technology Operation
Skills
Compliance
11 days ago
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Important information
Contract type:
Permanent
Location:
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Work mode:
Onsite
Published on:
15 October 2026
What they need
- Manage and oversee the end-to-end Change Request process, ensuring all technology changes are properly assessed, approved, tested, implemented, documented, and reviewed.
- Coordinate with stakeholders, technical teams, and vendors to minimise operational risks, maintain compliance with governance requirements, and ensure successful delivery of system and infrastructure changes while supporting continuous service improvement.
- Possess strong technical knowledge and hands-on experience in end-user support environments, including PCs, laptops, printers, network infrastructure, operating systems (Windows), Microsoft Office applications, and other related IT technologies, to ensure effective troubleshooting, service delivery, and user support.
- Manage and supervise the daily operations of the IT Helpdesk to ensure efficient and timely support for all users.
- Monitor and manage helpdesk tickets, making sure all technical issues are resolved within agreed service levels.
- Lead and support the helpdesk team by assigning tasks, providing guidance, and conducting regular performance reviews.
- Ensure effective communication between the helpdesk and other IT units for escalation and resolution of complex issues.
- Maintain and improve support processes, documentation, and user guides to enhance helpdesk efficiency.
- Provide regular reports on helpdesk activities, common issues, and performance metrics to IT management.
- Ensure a high standard of customer service is delivered to all users, both internal and external.
- Plan and conduct training for helpdesk staff to improve technical and communication skills.
- Ensure compliance with organizational policies, IT standards, and security practices.
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