Analyst, IT Helpdesk

Averis Sdn Bhd; Kuala Lumpur; On-site; MYR 30,000 - 50,000; Full time

Job summary

A global IT services company in Kuala Lumpur is looking for an IT Support Specialist. This role acts as the main contact for users needing support for desktops and IT infrastructure. Candidates should have a diploma or higher in IT, with 1-2 years of experience, and strong communication skills in both English and Mandarin. The position involves diagnosing issues, managing incidents, and providing efficient service delivery within staggered work hours, including occasional Saturday shifts.

Qualifications

• Candidate must possess at least a Diploma or higher in Computer Science/Information Technology.
• At least 1-2 years of working experience in the related field is required.

Responsibilities

• Act as the single point of contact with users for IT services.
• Manage incidents and address user issues during initial contact.
• Diagnose problems in desktop hardware, servers, and network.

Skills

English communication

Mandarin communication

Education

Diploma or higher in Computer Science/Information Technology

Job description

Averis Information Technology is a global IT services organization headquartered in Kuala Lumpur that designs and delivers IT solutions for large enterprises, to drive economies of scale and business transformation. Our core areas of expertise are: Infrastructure and Networking, ERP and procurement systems, Cybersecurity and Data Governance, Digital Workplace and End-user Management. Our journey started in 2006, and today, more than 300 IT professionals are servicing major customers in resource-based manufacturing industries such as i.e. paper, packaging and tissue, edible oils, and energy which collectively encompass $35B of assets and 80,000 employees sited across 32 locations globally.

AREAS OF RESPONSIBILITY

Act as the frontline, single point of contact with user for desktops, common off-the-shelf desktop applications, infrastructure services (servers, e-mail, file systems, network), SAP Applications and other services.

Responsible for day to day interaction with users service delivery of SAP Applications and Operations.

Responsible for day to day interaction with users, service delivery of infrastructure support and operations.

Managing incidents through lifecycle until contact closure. Addressing incidents efficiently by gathering, logging all necessary information to resolve users indecent during the initial contact and applying their technical knowledge to resolve incidents.

Escalating incidents/problem that are not able to resolve.

Diagnose problems in several areas including desktop hardware, server services and operating system, network connectivity, databases, security access and applications.

JOB REQUIREMENTS

Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.

At least 1-2 year(s) of working experience in the related field is required for this position.

Good communication in English and Mandarin. We are seeking candidates proficient in both English and Mandarin to effectively communicate with our diverse client base and stakeholders.

Staggered work hours (8.00 AM - 5.30 PM / 8.30 AM – 6.00 PM / 9.00 AM - 6.30 PM /9.30 AM – 7.00 PM / 10.30 AM – 8.00 PM)

Working days are between Mondays – Friday with weekly shift rotation. Candidate is required to work 1 Saturday in a month (8.00 AM to 2.00 PM).