Structured Problem Solving: Apply consulting methodologies (e.g., Lean, Six Sigma, MECE frameworks) to conduct deep-dive root cause analyses, diagnosing structural bottlenecks and implementing systemic fixes.
This is a hands-on individual contributor role focused on employee IT and workplace technology. You will also improve support documentation and recurring processes so that common requests are easier to resolve, and employees know where to get help.
Handle multi-channel user communication—including phone, email, chat, and self-service portal—to troubleshoot issues and manage access rights efficiently
Support sales team and respond to operations related requests from the sales team such as quotation, exception deal management, historical account overview, billing corrections, etc.
Aim to resolve customer enquiries at the first point of contact. Escalate complex cases accurately and follow up with internal teams or external service partners until closure within the required SLA.
Provides first-level support for incidents concerning global applications, such as the Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications; specific business applications