Knowledgeable in products such as Windows, MS365, Azure Cloud, OR any related tools/technologies.
Knowledgeable in IT Service Management process.
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Meticulous in maintaining site IT forecast, accrual, spending tracking, procurement/receiving process, maintaining MA, Contractors, Communication billing, asset/inventory
Should be willing to work extended hours or modified schedule to meet deadlines
Ensure performance meets stipulated KPIs/SLAs at all
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Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.
Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
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Perform basic configuration and maintenance of office LAN/WLAN environments, including both IT and OT networks.
Coordinate with local telecom providers to maintain WAN connectivity.
Support network security operations, including basic configuration and administration of firewall policies, NAT, IDS, and related security controls.
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Participate where appropriate in detail installation, configuration and testing procedures of all IT application project implementations.
To liaise with respective service providers and vendors to analyze, trouble-shoot, resolve and document all operational issues faced which cannot be resolved within the IT Support or Gamuda Group IT team. To provide update and escalate issues accordingly to IT Support manager if necessary.
To maintain the service uptime for all application related services and ensure that other respective business units or departments to operate in the most efficient, secured and reliable way.
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You will accompany decision-making committees and play an active role in the preparation of management reports
After a short time, you will take on independent tasks in IT projects
By working at different locations, business areas, and Group units, you will have the opportunity to get to know the Group intensively and build up a Group-wide, international network
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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