• First point of technical support contact for application software and hardware computing environment via calls and emails in and assisting in a professional and efficient manner with queries received.
• Analytical problem-solving skills, Customer service skills and desire to help people with technical problems related to application issues.
• Escalate incident/problems to higher level via Remedy tool through the right escalation channel Achieving set targets on Service Level Agreement including resolution time agreed, and following all process as required.
• Following up on queries received until they are finalized or resolved.
• To carry out administrative and project activity and other assignments as required by Team Lead and Manager.
• Ensure deployment and implementation done according to SOP.
• Investigate root cause of issue’s facing by onsite team and provide support needed.
• Prepare SOP and Technical solution documentation
* Work Location will be KLIA