System Support Analyst

About UsMalaysian Life Reinsurance Group Berhad (MLRe) is the first reinsurer in Malaysia, and we take pride in our strong local presence and in-depth knowledge of the local market as well as its global industry expertise.With over 25 years of experience, we combine our excellent understanding of the local market and global technical expertise to provide innovative reinsurance solutions to clients.We Are Hiring:We are in the lookout for dynamic individuals to join our team as System Support Analyst. In this role, you will be a key contributor in the areas as follows:Deliver technical support by diagnosing and resolving user issues across hardware, software, and network systems, ensuring minimal disruption to business operations.Manage tickets and incidents, including logging, categorization, timely resolution, and escalation of complex cases to maintain high service quality.Provide responsive user support via phone, email, and chat, guiding users through troubleshooting and delivering clear communication on issue status.Configure and maintain system access by setting up accounts, permissions, and applications while ensuring policy compliance and security.Install and configure hardware, software, and applications to support secure and efficient onboarding of new users.Document incidents, resolutions, and create knowledge base articles to enable knowledge sharing and efficient issue resolution.Track, analyze, and report service performance metrics such as resolution times, user satisfaction, and system uptime to support continuous improvement.Your application will stand out if you have:Degree in Information Technology, Computer Science, or a related field; ITIL certification preferred.3–5 years’ experience in IT helpdesk or technical support, with exposure to escalations and mentoring peers.Strong knowledge of computers, networks, end-user computing, and troubleshooting.Hands-on experience with helpdesk tools, ticketing systems, and Microsoft InTune.Familiarity with ITSM frameworks and best practices.Problem-solving mindset, with strong communication, teamwork, and composure under pressure.