Executive, IDT Operations

Position Summary The IDT Operations Executive supports IT service management and day-to-day IT operations for the Group, covering service delivery, IT asset lifecycle, end-user support, and coordination with the IT liaison at each plant. Reporting to the Group Manager, IDT Infrastructure & Operations, SEA, the role is a first point of contact for IDT incidents and service requests raised by Group and plant users — logging, triaging, and resolving them in the ITSM tool to agreed service levels, and escalating to specialist or vendor teams where required. The role maintains the Group IT asset and software license register, administering assets from request and deployment through to redeployment and secure disposal, and supports end-user computing and workplace collaboration accounts and devices. As part of the Group IDT Operations team, the role coordinates routine operational activities with plant IT liaisons — asset verification, user onboarding and offboarding, maintenance windows, and rollout support — and prepares service reports for the Group Manager. The role works under supervision, follows established Group IDT procedures and standards, and travels to plant sites occasionally for audits, deployments, and on-site support. Responsibilities Service Management and ITSM Log, triage, and progress incidents and service requests in the ITSM tool, ensuring accurate categorization, prioritization, and timely updates to users. Follow ITIL-aligned incident, service-request, problem, and change procedures, escalating to specialist, HQ, or vendor teams where resolution is beyond first- and second-line scope. Track tickets against agreed service levels, following up on ageing and breached items and keeping users informed of progress to closure. Maintain the service catalogue, request forms, knowledge-base articles, and standard operating procedures used by Group and plant users. Prepare weekly and monthly service reports — ticket volumes, SLA attainment, and recurring issues — for the Group Manager, Infrastructure Lead. Support scheduled change and release activities, including raising change records, coordinating downtime windows, and confirming post-change validation. Asset Lifecycle Management Maintain the Group IT asset register — end-user devices, peripherals, network equipment, and mobile devices — keeping records accurate, complete, and reconciled to physical stock. Administer the asset lifecycle from request and procurement through deployment, redeployment, and secure disposal, retaining documentation for each stage. Track software licenses and subscriptions, monitoring entitlement against actual usage and flagging renewals and shortfalls ahead of expiry. Coordinate hardware refresh, warranty, and repair activities with vendors, arranging replacements and returns. Manage IT stock and spares levels, raising purchase requests in line with approved budgets and Group procurement procedures. Support periodic asset verification and audit exercises across Group and plant locations, resolving discrepancies with the responsible site. User Support Provide first- and second-line support for end-user computing — laptops, desktops, peripherals, mobile devices, printing, and meeting-room technology. Administer user accounts, access rights, mailboxes, and workplace collaboration tools (e.g. Microsoft 365, Teams, Intune) in line with Group access-control standards. Execute user onboarding, transfer, and offboarding activities, ensuring devices, accounts, and access rights are provisioned and revoked on time. Perform routine endpoint tasks — imaging, patching, antivirus and encryption checks, and backup verification — to Group standards and schedules. Provide user guidance, floor-walking support, and short briefings for standard applications and new tool rollouts. Factory Coordination Coordinate day-to-day operational activities with the IT liaison at each plant, including asset checks, user requests, scheduled maintenance windows, and rollout support. Act as the Group IDT contact point for plant-raised requests, tracking them to closure and escalating production-critical issues promptly. Travel to plant sites as required to support audits, deployments, upgrades, and incident recovery, and to keep local IT documentation current. Experience Minimum 1 to 3 years of IT operations, service-desk, or end-user support experience, preferably in a multi-site or manufacturing environment. Hands-on experience logging, triaging, and resolving incidents and service requests in an ITSM tool. Experience maintaining IT asset and software licence records, including stock reconciliation and disposal documentation. Experience supporting end-user computing and workplace collaboration platforms for business users. Experience liaising with IT vendors and service providers on hardware repairs, replacements, and consumables. Willingness and ability to travel to plant sites occasionally as operational and project needs require. Exposure to network, server, and infrastructure operations is an advantage. Experience supporting manufacturing plant environments, including ERP, MES, and plant-floor or OT network connectivity, is an advantage. Exposure to IT policy, security, and compliance requirements within a group or multinational setting is an advantage. Qualifications Diploma or Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline. ITIL Foundation certification is an advantage; willingness to obtain it within the first year of appointment is expected. Technical certifications in endpoint management and workplace collaboration solutions are an advantage, e.g. Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator, Microsoft 365 Certified: Teams Administrator, or Intune/endpoint-management certifications. Training or working exposure to ITSM and asset-management tooling (e.g. ServiceNow, Jira Service Management) is an advantage. Fluency in written and spoken English; additional language ability relevant to the Group’s sites is an advantage. Legally eligible to work in Malaysia and able to travel to plant sites without restriction. Competencies Technical Working knowledge of ITIL-based service management and service-desk practices. Hands-on with endpoint management and workplace collaboration platforms (e.g. Microsoft 365, Teams, Intune). Familiarity with core business applications used across the Group — ERP, manufacturing, and operational reporting systems — and their day-to-day support requirements. Practical understanding of IT security, access-control, and data-protection practices at user and device level. Proficiency with ITSM tooling, IT asset records, and service reporting. Coordination and Stakeholder Engagement Communicates clearly with users at all levels and sets realistic expectations on resolution and delivery timelines. Works effectively with plant IT liaisons and Group IDT specialists to progress requests through to closure. Follows up with vendors and internal teams on routine operational tasks until completion. Non-Technical Strong analytical, troubleshooting, and problem-solving skills, with attention to detail in record-keeping. Effective communication and a service-oriented approach with business users. Ability to manage competing requests and deliver under production pressure. Comfortable with occasional travel to plant sites and working across a geographically dispersed team.