Responsible as a first contact (Level 1 support) to handle any phone call and email from sales agents all over Malaysia regarding to their application issue. Only supporting Malaysia region..
Provide First Call Resolution (FCR) technical support to customers via phone, self-service tickets and live chat, ensuring requests are responded to in a timely manner.
Provide first-line IT support and request fulfilment through ServiceNow across Microsoft 365, Entra ID, endpoint, connectivity, and security-related services.
Responsible for system analysis, system design, application development & support, report generation, enquiry screens development, version development, amendment and enhancement for applications assigned.
Identifies and resolves customer issues and enquires completely, accurately within the committed turnaround time and in accordance with ServiceDesk standards to ensure contact handling accuracy and operational effectiveness.