-Provides hands-on support troubleshooting or remotely for system related issues in term of network, hardware and various applications in Asia Business.
-Take ownership, responsibility and provide interim solution or permanent solutions to resolve the issue and escalate where appropriate.
-Log and respond to customer requests for support via phone, e-mail, or walk-in via our service desk tool system.
-Administer access controls for all systems in Asia which includes :
o Managing user access requests in accordance with controls procedures to meet SLA.
o Attend to user queries on system access including guiding users in providing the correct information for new request.
o Assist with the resolution and follow up of system access related problems which include passwords reset, emails, internet and applications access.
- Provide status updates to users, managers and team as appropriate.
- Understanding of & compliance with operating procedures and customer liaison skills.
- Follow-up with user for incomplete information or clarification on their requests.
- Work closely with in-country IT team to ensure timely resolution of request/incidents.
- Coordinate and liaise with vendor / partners as well as external vendor for second level and third level support.
- Monitor overall network performance whenever is necessary.
- Provide broadcast communication to business on downtime or schedule maintenance.
- Provide support for any ad-hoc assignment or project in countries.
- Knowledge Base content maintenance, prepare IT support documentation and ensure the information is up-to-date; ensure the case descriptions, updates and solutions are documented accurately.
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