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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Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
Build strong customer relationships through effective communication, customer advocacy, and service excellence
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To ensure complete + correct customer contact data, service data + changes in KN systems while ensuring a best-in-class onboarding + high level of data quality + timeliness including setting up + consistently providing customer reporting.
To consistently perform purchase order + shipment qualification in line with working instructions to ensure full + complete handovers to the OCC, optimizing the customer experience.
To contribute as process owner on continuous improvements of processes + controls for lean processes focusing on cost effectiveness + productivity.
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Performs scheduled/emergency on site service repairs, schedules and performs on site preventive maintenance.
Provides customer service reports, escalates open customer issues to management, in order to have a clear, accurate and up to date documentation on company service activities. Logs necessary information on time in CRM system.
Maintains customer relations via phone/e-mail, or available service tools, and performs customer visits on a regular basis to assess product/service satisfaction and to promote any new product ideas or current product improvements.
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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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