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....
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....
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...
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....
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...
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...
Provide guidance to internal stakeholders and suppliers on procurement processes, policies, systems, and workflow requirements
Investigate and resolve procurement and P2P exceptions, including PR-to-PO issues, supplier registration queries, approval workflow delays, and system-related concerns.
Coordinate with Procurement Operations, Accounts Payable, Vendor Management, and technical support teams to ensure timely issue resolution and escalation management....
Coordinate with customers and internal technical teams, including Development, Quality Assurance, Infrastructure, and other stakeholders, to escalate complex issues, provide detailed analysis and reproduction steps, and test and validate fixes, patches, and software updates.
Maintain and monitor IT systems and infrastructure by installing and configuring hardware, operating systems, and applications; monitoring system and network performance; and supporting product deployment, migration, integration, and connectivity requirements.
Support system updates and product readiness by setting up items, bundles, and promotions; performing quality assurance testing; validating new configurations in production; monitoring product availability; and raising concerns or issues requiring resolution....
Research, test and implement cost-effective technology, automation and digital solutions (e.g. Fluent Forms, open-source solutions) to improve workflows and efficiency.
Work with internal teams to understand technology needs and develop solutions that support their work.
Maintain accurate, organised and secure data across FOFM's systems and platforms....
Support, manage, optimise and maintain the configuration and installation of the Desktop, including, but not limited to, patch updates and hardware replacements, with spares provided by the vendor.
Ensure that each Desktop Device is installed with the appropriate Desktop image.
Provide VIP support for Deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is available, like for MI calls....