Senior Analyst, IT Helpdesk

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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 3-4 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 or 8.30 AM – 6.00 PM or 9.00 AM -6.30 PM or 9.30 AM – 7.00 PM or 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).

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Your application will include the following questions :

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as an Information Technology Helpdesk Role? How would you rate your English language skills? Which of the following languages are you fluent in? Do you have customer service experience?

Established in 2006, Averis is recognised as a multinational Global Business Services and Solutions provider that specialises in Finance & Accounting, Human Resources, IT Project & Operation, Shipping Documentation, Change Management, Recruitment Process Outsourcing, Corporate Function Services, and Digital.

We’re currently headquartered in Kuala Lumpur, Malaysia, and have recently expanded to Penang, Dubai, Brazil, and Indonesia. To date, we support our customers across various industries that range from manufacturing to RSPO certified palm, and clean and renewable energy.

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Perks and Benefits

Medical, dental, and optical benefits Cross-functional training Overseas postings and short-term secondments Learning and development programmes Reward and recognition awards Exciting recreational & employee engagement Opportunities for job rotations Professional membership subscriptions fees

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