HELPDESK

JOB SUMMARY :

• To carry out Help Desk Duty with 2 weeks rotation including weekend, remaining period of the month will either be dedicated to Field service tasks or further support the colleague in charge of Help Desk.
• Manage planning schedule through our internal planning tool in close cooperation with Regional Service Manager/ Project Coordinator for installations of projects and service visits.
• Serving as first point of contact for customers seeking technical assistance via phone or email
• Taking ownership of customer issues reported and seeing problems through to resolution with remote troubleshooting
• Determine best solutions and next level escalation according to issues
• Maintaining proper records of customer escalation, track and proper follow up of issues for closure of issues.
• You will be interfacing with local sales colleagues, end customers, agents and distributors, designers and/or sales or service representative when necessary to handle a variety of after sales technical support functions.
• Provide the engineers with necessary information on service jobs (scope of the issues and necessary documentation)
• Support Parts department with necessary information on required parts by customers.

RESPONSIBILITIES

• Based on needs, as and when necessary, you will be requested to perform on site regular Field Service Engineer responsibility.
• To execute the above listed tasks to the highest possible extent, ensuring high quality and customer satisfaction.
• Comply with STG strategies and company policies.
• Ensure continuous communication with, and feedback to STG management regarding all relevant commercial and technical issues in the region.
• Providing technical support and troubleshooting assistance to end-users via phone, email, or chat.
• Diagnosing and resolving complex hardware, software, and network issues.
• Assisting with the installation, configuration, and maintenance of systems, software applications, and peripherals.
• Collaborating with other teams to resolve escalated issues and ensure efficient problem resolution.
• Conducting root cause analysis to identify underlying issues and implementing preventive measures.
• Documenting support activities, issue resolutions, and maintaining knowledge base articles.
• Handling flight booking and travel arrangement requests for employees, including researching and booking flights, provide accommodations suggestions (Booking by FSE), and transportation suggestions (Booking by FSE) .
• Managing travel itineraries, including changes and cancellations, and ensuring compliance with company policies and travel guidelines.
• Coordinating with travel agencies, airlines, and hotels(If required) to resolve any travel-related issues or emergencies.
• Updating the CRM with relevant technical documentation, information and best practices.
• Ensuring the CRM is up-to-date and information easily accessible for the helpdesk team and end-users.
• Collaborating with subject matter experts and stakeholders to gather and verify information for knowledge base updates.
• Conducting regular reviews and audits of the CRM content to ensure accuracy, relevance, and usefulness.
• Proactively identifying knowledge/Information gaps and areas for improvement in the CRM and taking initiatives to fill those gaps.