Analyst IT Helpdesk

Averis; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global IT services organization in Kuala Lumpur is seeking a dedicated IT Support Specialist. You will act as the first point of contact for user inquiries on desktops and SAP applications. The ideal candidate holds a relevant diploma and has 1-2 years of experience. Proficiency in both English and Mandarin is necessary to engage with our diverse clients. This role requires managing incidents efficiently and ensuring users receive timely support. Staggered shifts and occasional Saturday work are part of this position.

Qualifications

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree or equivalent.
• At least 1-2 years of working experience in the related field is required.
• Proficient in both English and Mandarin to communicate effectively.

Responsibilities

• Act as the frontline, single point of contact with users for various IT services.
• Manage incidents through lifecycle until closure.
• Responsible for day-to-day interaction with user service delivery.

Skills

Good communication in English and Mandarin

Technical problem diagnosis

Incident management

Education

Diploma in Computer Science/Information Technology or equivalent

Job description

Hello, we are Averis!

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).