IT Support Analyst IT Support Analyst …

à Selangor, Malaysia
CDI, Plein-temps
Dernière candidature, 01 déc. 21
à Selangor, Malaysia
CDI, Plein-temps
Dernière candidature, 01 déc. 21

Who we are



Capco Global IT ensure that our employees are always able to conduct business with our client in the safest way whilst allowing flexibility and enabling to work while travelling or at home. The team support over six thousand people globally across three territories using an IT infrastructure team of just 37 people.


The core of Capco’s business is consulting but we also have digital engineering departments who

look at emerging tools and help clients with advanced data processing.


Capco IT is an IT department with global standards but the freedom to operate independently where it makes sense. Reporting into the IT Director are 3 Territory Leaders whose main role is to ensure that the operational service in their territory aligns to agreed service levels and improve the service that we provide. Each territory consists of circa 9 people whose main role is 1st/2nd line operational support and procurement. Supporting these teams are 6 technical SME’s/Managers

who ensure that the core infrastructure is monitored and maintained.



About the Job


The Capco IT Analyst role reports directly to the local Senior IT Analyst in Bangalore and is responsible for first line IT Support.  On a day to day basis this will involve triaging Helpdesk tickets to ensure they get to the right team quickly and providing quick turnaround on tickets that are understood how to resolve (e.g. password resets, trouble accessing the VPN solution etc.).  As an Analyst you will also be required to ensure that various tracking systems are maintained so that we are aware of the IT stock levels, amongst others, at all times.





Role Scope and Key Responsibilities

The role will be based full time in our Malaysia office with telephone support provided to other offices globally during normal working hours as part of Capco’s follow the sun support model. You will be expected to liaise with local IT staff in Americas, Europe and APAC and be flexible with shift work to cater for global time zones from 08:00 to 18:00 GMT

Regular trips may be required to remote offices in APAC to provide on-site support to staff.







Responsibilities for assisting with tasks include;

  • Dealing with incoming faults in a professional, courteous manner over the phone and via email
  • Taking ownership of faults and managing them in a logical and methodical manner
  • Correctly logging incidents and faults, categorising and prioritising them in line with team procedures
  • Conducting full and through diagnostics with end users to enable first point of contact fault resolution
  • Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
  • Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
  • Diagnosing and resolving problems to the customers satisfaction
  • Maintain and develop own knowledge and skills to assist with first time fault resolution
  • Identify and escalate repeat issues or service risks into service management teams
  • Sharing knowledge with team colleagues
  • Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational
  • Ensure consistent quality of ticket logging, communication and fast resolution of issues, following ITIL standards
  • Responding to and triaging service desk requests logged via a global ticketing system (ServiceNow)
  • Physical and remote installation of software
  • Remote help with accessing Capco’s VPN client
  • Liaising with vendors to arrange repair\replacement of printers, laptops and audio-visual equipment
  • Provide general desktop support to user base via phone, email and desk side
  • Installing, configuring and troubleshooting printers, room booking systems, Android devices, iPhones & iPads
  • Server room clean-up and upkeep, including cabling
  • General office technical and administration support


Examples of the main duties are:

  • Managing the Capco workstation inventory for the local region
  • Leavers laptop collection and tracking
  • Laptop deployment via AutoPilot and inventory management
  • Assisting with MacBook administration and support
  • Processes and procedures documentation
  • Mobile Device Management
  • Assisting with the new joiner process for IT which includes;
  • Setting up new joiner accounts in Active Directory
  • Building new joiner laptops using AutoPilot
  • Giving new joiner inductions





The following is required for this role

  • Demonstratable experience in managing accounts in an O365 environment on a Windows 10 desktop
  • A "customer first" mentality
  • Solid experience in 1st line IT support.
  • Technical experience or qualifications in Microsoft and related products.
  • Experience of service desk environments, ideally in an MSP environment.
  • Professional and well presented at all times
  • Highly organised with regards to job prioritising, asset tracking and time management
  • Able to work in a team locally and remotely to troubleshoot and resolve issues
  • Excellent people and social skills for interaction in the office and at social events
  • An understanding of Windows and Apple client operating systems
  • Can do attitude


Descriptif de l'entreprise


Capco is a global technology and business consultancy, focused on the financial services sector. We are passionate about helping our clients succeed in an ever-changing industry.

We are:

  • Experts in banking and payments, capital markets and wealth and asset management
  • Deep knowledge in financial services offering, including e.g. Finance, Risk and Compliance, Financial Crime, Core Banking etc.
  • Committed to growing our business and hiring the best talent to help us get there
  • Focus on maintaining our nimble, agile and entrepreneurial culture



You will work on engaging projects with some of the largest banks in the world, on projects that will transform the financial services industry.

We offer:

  • A work culture focused on innovation and creating lasting value for our clients and employees
  • Ongoing learning opportunities to help you acquire new skills or deepen existing expertise
  • A flat, non-hierarchical structure that will enable you to work with senior partners and directly with clients
  • A diverse, inclusive, meritocratic culture
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