Service Desk

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1. Being a single point of contact on IT needs for Hong Leong Group entity Users through calls, emails and ticketing tool.
2. Manages every log assigned from first point of response, first level checks/support, routing/escalation to intended support groups, follow-ups to resolution timely meeting established service level standards.
3. Provide first level support to attempt first call resolution without the need to escalate to the next support level.
4. Ensure data accuracy and completeness of the log description with supporting evidence/checks performed when logging or escalating tickets.
5. Perform case follow-ups with relevant Support Teams until point of resolution.
6. Performs warranty checks followed by issuance of Part Sales Work Authorization to End Users (i.e. the person that receives and ultimately uses the Services) daily based on incoming case request received by Service Desk/Engineers operation team.
7. Receiving Part Sales PO's via Procurement portal then authorizing for part order/allocation.
8. To obtain completeness of the PO deliverables from Engineers/respective sections in-charge of the Service Report forms/DO which is already complete with customer stamp, cost center and other details.
9. To upload supporting documents of the deliverables into the Bank's procurement portal to obtain approval prior to billing.