Kuala Lumpur Jobs Lead, It Helpdesk Position at Averis Sdn Bhd

Image Averis Sdn Bhd
  • Job vacancies posted on: 12 months ago


We are currently looking for adequate candidates to fill the position of Lead, IT Helpdesk. For candidates who reside in Kuala Lumpur and its surrounding areas, we are looking forward to hearing from you to join our team at Averis Sdn Bhd and willing to work in our office under full time working hours system.

We have specific requirements for each of our employees as well as potential workers because we are a professional and knowledgeable business in the field we work in. We look forward to hearing from you soon if you have expertise in the fields of Computer/Information Technology & IT-Network/Sys/DB Admin with a minimum Bachelor's Degree, Post Graduate Diploma & Professional Degree.

We can give you a fairly competitive salary in the amount of RM 1,600 - RM 3,700 on average. It also can be modified based on the credibility and experience you can provide for our business in accordance with our company HRD agreement.

Job Info

Company Averis Sdn Bhd
Position Lead, It Helpdesk
Region Kuala Lumpur
Career Level Manager
Work Experience 7 years
Qualification Bachelor's Degree, Post Graduate Diploma, Professional Degree
Type of Work Full-Time
Specialization Required Computer/Information Technology, IT-Network/Sys/DB Admin
Minimum Salary MYR 1.550
Maximum Salary MYR 3.700

Hello, we are Averis!

We are a Global Business Services (GBS) that look into consolidating services and standardization of transactional practices, helping MNC / large enterprises achieve better economies of scale by mean of improving productivity and reducing costs.

Our journey started in 2006, and today, more than 700 Averians are servicing over 300 companies across 32 locations globally with Kuala Lumpur being the Headquarter. Our specialization includes Finance & Accounting, Human Resources, Information Technology, Shipping Documentation, Change Management, Data Security, and Business Information.

Job Responsibility:

  • Provide leadership and direction including day-to-day operational management to the Help Desk team. Clearly define and communicate roles and expectations to team members.
  • Ensure that the Analysts are responsive to incoming calls, provide first level identification, issue documentation, resolution and management reporting.
  • Ensure that customer satisfaction is maximized by optimizing call answer / minimizing call abandonment time, call handling time, resolution of issues without escalation, and first call resolution.
  • Ensure that periodic operations under the responsibilities of IT Help Desk team are tracked and completed on a timely basis.
  • Establish and manage communications and escalations, as necessary, to various Functional Management teams and Site IT teams to ensure that issues are resolved within the severity guidelines.
  • Taking ultimate responsibility for major incidents and escalations until they are resolved. Tracking incidents that have been handed to other support teams, and ensuring users are contacted with resolutions.
  • Ensures notifications for service interruptions are sent quickly to the affected users.
  • Ensures adherence to Corporate IT policies, guidelines, and procedures.
  • Liaise, work and partner with Site IT teams and Management team to establish strong working relationship that ensures seamless integration of IT service delivery and operations.
  • Service Management and Continuous Improvement:
  • Work with various IT Management Team Leads to set goals and objectives for the Help Desk Analysts. Monitors and evaluates Support metrics.
  • Prepare reporting metrics for monthly, quarterly, yearly and adhoc request.
  • Participate in audit preparation and analysis to ensure the team is always comply to IT Security Audit
  • Provide supervision and necessary guidance to IT Helpdesk Analyst to ensure they comply to process and procedures set by the policy
  • Contribute to the development and maintenance of Service Level Agreement and charging mechanisms for the services provided.
  • Manage and lead the IT Help Desk team to deliver services within agreed service levels and budgetary guidelines defined in the IT Service Level Agreement.

Functional Tasks:

  • Develop, implement, maintain, and ensure adherence to IT support procedures.
  • Develop and implement operational continuous improvement and service efficiency initiatives, to better serve our customer needs.
  • Develop and implement continuous improvement and service efficiency initiatives related to the IT Help Desk organization.
  • Ensure that common solutions are submitted into the knowledge database and train the IT Help Desk team to resolve these common issues.

Resource Management:

  • Allocate resources and responsibilities across IT Help Desk team to deliver business results and develop team members. Share ideas and experience with team members and promote teamwork in problem resolution. Ensure resource strategy is flexible enough to respond to demand variations.
  • Supervise, train, motivate and develop competent and skilled Analysts. Define capabilities, roles, responsibilities and accountabilities within the teams. Train and develop Analysts, delegate responsibilities, monitor and evaluate performance, and provide feedback.
  • Coordinate with the Site IT Delivery Team Leads to ensure delivery of Site-based Applications and IT support services.

Job Requirements:

  • Bachelor Degree of Information Systems / Computer Science related field or equivalent experience.
  • Experience in centralized Desktop / IT Management, Data Centre or Support function. At least 3 years of experience as a Team Leader in a Support organization, or another customer focused department.
  • Common desktop software and applications including Windows XP/200/98/95, Microsoft Office, Microsoft Outlook, Microsoft Visio, Microsoft Project, Microsoft Internet Explorer, Adobe Acrobat, Active Directory, WinZip, Anti-virus software, etc.
  • Thin-client architectures and operations: Microsoft Terminal Server architecture.
  • Desktop / laptop and printing hardware.
  • Windows and Linux based server platforms.
  • Exchange mail server concepts.
  • LAN/MAN/WAN/VLAN and VOIP technologies.
  • Security concepts and technologies.
  • Experience in support technologies. e.g. call logging software, knowledge base, etc. is desirable.
  • Keep abreast with ICT advancements and developments and have the ability to understand and utilize new technology.

Office/Company Address

Country Malaysia
Region Kuala Lumpur
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  • Get work experience
  • Bonus for overtime
  • Be taught first
  • Good work environment

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Company Description


The Global Business Services and Solutions Provider

Established in 2006, Averis specializes in different services and solutions such as Finance & Accounting, Human Resources, IT Operations, Shipping Documentation Services, Recruitment Process Outsourcing (RPO), Business Continuous Improvement Development (BCID), Robotics Process Automation (RPA), Change Management, and Data Analytics. Currently, we are headquartered in Malaysia and have expanded to Dubai, Brazil, and Indonesia.

To date, we support thousands of clients across various industries that range from manufacturing to oil and gas. Our clients’ sites are located in several parts of the world - Malaysia, Singapore, Indonesia, China, Dubai, Brazil, as well as Canada.


Our people are our biggest asset. The moment you come onboard, we will immediately work on accelerating your career growth by providing learning and development opportunities along with on-the-job training. We strongly encourage a continuous improvement culture among all our employees because we believe that it shapes, builds, and trains our employees to become leaner and more agile.

We strive to provide Averians the best! Here are some of the perks you can look forward to when you join our team:

●Medical, dental, and optical benefits

●Cross-functional training and opportunities for job rotations

●Overseas postings and short-term secondments

●Learning and development programmes that can broaden your knowledge and skills

●Reward and recognition awards

●Exciting recreational and employee engagement activities such as cultural celebrations, sporting matches, artistic workshops, monthly themed celebrations, annual dinners, CSR initiatives, and more

●Competitive leave benefits

●Supported examination leave

Aside from that, we are also certified partners of the Association of Chartered Certified Accountants (ACCA), the Institute of Chartered Accountants in England and Wales (ICAEW), the Chartered Institute of Management Accountants (CIMA) and CPA Australia.

At Averis, we want every employee to be on top of their game. How do we make it happen? By catering to every Averian through these programmes:

Learning Programmes

●Leadership Series - Our leadership series is a programme that prepares senior associate, assistant manager, and manager level employees to critically handle complex issues, and communicate ideas or solutions to stakeholders to help solve problems while strengthening business relationships. This series also grants team leaders and assistant managers with the fundamental leadership skills to lead a team with different competency levels, create vision, and narrate strategies, as well as build a culture of execution to ensure business goals are effectively achieved through multiple layers.

●LEAN Programme -The LEAN Programme is made to guide all employees, through the KAIZEN approach, to continuously improve the work processes, and purposes applied in Averis.

●Blended Learning - We subscribe to various Learning Experience Platforms (LXP) such as Udemy and Coursera in order to diversify learning resources and to promote a more self-directed learning culture.

●Other Elective Courses - This will include all other soft and technical skill courses that support employees’ abilities to perform their daily work operations in a more efficient manner.

Employment Programmes

●Internship Programme - We provide undergraduate students with a broad exposure so that they can learn and grow in various divisions within the company that could lead to full-time employment.

●Management Associate Programme - A 24-month elite course designed to structure learning experiences that will develop highly-competent young talents to take on the role of a Business Advisory Consultant (SME).

●Employee Referral Programme - A programme that allows employees to recommend any individual that they know for a suitable role in Averis.

Being an Averian will open up doors to new learning and upskilling opportunities! Apply with us now.

Company Info

  • Industry: Consulting (IT, Science, Engineering & Technical)
  • Registration No.: 729700-M
  • Company Size: 201 - 500 Employees
  • Average Processing Time: 27 days
  • Benefits & Others: Dental, Miscellaneous allowance, Medical, Sports (e.g. Gym), Vision, Regular hours, Mondays - Fridays, Smart Casual and Business Casual
  • Specific Location: Bangsar South City
This vacancy is suitable for those of you who live in the following areas: Kuala Lumpur