About Us
Hytech is a leading management consulting firm headquartered in Australia and Singapore, specializing in digital transformation for fintech and financial services companies. We provide comprehensive consulting solutions, as well as middle- and back-office support, to empower our clients with streamlined operations and cutting-edge strategies.
With a global team of over 2,000 professionals, Hytech has established a strong presence worldwide, with offices in Australia, Singapore, Malaysia, Taiwan, Philippines, Thailand, Morocco, Cyprus, and more.
Key Responsibilities
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Assist in leading the IT Service Desk team to deliver standardized, efficient, and high-quality IT support services to internal users.
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Develop, maintain, and enforce IT operations standards, support procedures, and incident management processes to ensure operational efficiency, compliance, and service consistency.
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Monitor, respond to, and coordinate the resolution of incidents, alerts, and service disruptions, ensuring timely escalation, effective communication, and complete issue resolution.
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Provide desktop and end-user support by installing, configuring, troubleshooting, and maintaining Windows and macOS operating systems, laptops, desktops, printers, mobile devices, and related hardware.
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Support users in resolving day-to-day issues with Microsoft 365 and other commonly used business applications.
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Monitor, analyze, and report key IT service metrics, including Mean Time to Resolution (MTTR), SLA compliance, ticket volume, and overall service performance.
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Record, prioritize, track, and resolve all IT service requests through the ticketing system, ensuring compliance with established Service Level Agreements (SLAs).
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Collaborate closely with Desktop Support, Infrastructure, Information Security, and AI teams, while coordinating with regional and global IT teams to support enterprise-wide IT initiatives.
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Continuously improve the centralized IT service delivery model and service request channels to enhance operational efficiency and user experience.
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Manage user accounts, access permissions, and identity administration to ensure system security, data confidentiality, and compliance with corporate security policies. Qualifications & Experience
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Diploma or Bachelor's degree in Information Technology, Computer Science, or a related discipline.
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Minimum 5 years of experience in IT Support, Service Desk, or Network Operations Center (NOC) environments, including at least 2 years of team leadership or supervisory experience.
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Fluent in both spoken and written English, with the ability to use English as the primary working language. Experience in multinational corporations is highly preferred.
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Strong sense of ownership and accountability, with a passion for IT operations, service excellence, and system reliability. Demonstrated leadership, communication, and decision-making skills.
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Solid knowledge of computer hardware, operating systems, Microsoft 365, and networking fundamentals, with the ability to mentor first-line support engineers in troubleshooting common technical issues.
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Proficient in installing, configuring, maintaining, and troubleshooting Windows, Microsoft Office, macOS, and end-user devices.
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Advanced knowledge of Microsoft Office and Microsoft 365 administration. Experience with scripting or automation tools such as PowerShell or Python is an advantage.
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Experience working in FinTech, financial services, banking, or other highly regulated industries is preferred.
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ITIL certification (or equivalent IT Service Management knowledge) is preferred.
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Excellent interpersonal, communication, and collaboration skills, with the ability to work effectively across cross-functional and global teams.
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