Job Summary: This role is responsible for providing technical support and ensuring the smooth operation of ERP systems across multiple platforms. This position will possess quality problem-solving skills, a proactive mindset, and the ability to work under pressure. In addition, requires the ability to provide support after office hours and on weekends, ensuring that all technical issues are resolved promptly.
Key Responsibilities:
• Provide first-line technical support for ERP system users, including diagnosis and troubleshooting of reported issues.
• Manage and resolve IT tickets, WhatsApp messages, and other communication channels, ensuring responses are provided within 2 hours and solutions are delivered within 3 working days.
• Provide ongoing system maintenance, including software updates, patches, and backup operations as scheduled.
• Coordinate with users and vendors to understand technical requirements and ensure alignment with business needs.
• Conduct on-site support as required on an ad hoc basis, particularly during weekends and after office hours, to ensure seamless system operation.
• Work closely with vendors to resolve complex technical issues within 5 working days.
• Perform gap analysis and provide solutions to streamline ERP processes and enhance system functionality.
• Facilitate training sessions for end-users to ensure they can effectively use ERP systems.
• Create and maintain detailed technical documentation, including SOPs, system manuals, and issue resolution logs.
• Ensure adherence to KPIs, including the timely resolution of IT issues, system performance, and user satisfaction metrics.
• Assist in the integration of new systems and applications with the existing ERP infrastructure.
Key Performance Indicators (KPIs):
• Response Time: IT Ticket/WhatsApp messages require a response within 2 hours included after offfice hours.
• Resolution Time: Issues reported through IT tickets and WhatsApp must be resolved and provided with a solution within 3 working days and vendor within 5 working days.
• Customer Satisfaction: Deliver prompt and effective solutions that meet business needs.
Additional Requirements:
• Willingness to work outside of standard office hours, including weekends and public holidays, and travel for on-site support if required by business needs.
• Strong time management skills, with the ability to handle multiple tasks simultaneously and prioritize effectively.
• Adherence to KPIs and performance metrics related to issue resolution and customer satisfaction.
Job Summary: This role is responsible for providing technical support and ensuring the smooth operation of ERP systems across multiple platforms. This position will possess quality problem-solving skills, a proactive mindset, and the ability to work under pressure. In addition, requires the ability to provide support after office hours and on weekends, ensuring that all technical issues are resolved promptly.
Key Responsibilities:
• Provide first-line technical support for ERP system users, including diagnosis and troubleshooting of reported issues.
• Manage and resolve IT tickets, WhatsApp messages, and other communication channels, ensuring responses are provided within 2 hours and solutions are delivered within 3 working days.
• Provide ongoing system maintenance, including software updates, patches, and backup operations as scheduled.
• Coordinate with users and vendors to understand technical requirements and ensure alignment with business needs.
• Conduct on-site support as required on an ad hoc basis, particularly during weekends and after office hours, to ensure seamless system operation.
• Work closely with vendors to resolve complex technical issues within 5 working days.
• Perform gap analysis and provide solutions to streamline ERP processes and enhance system functionality.
• Facilitate training sessions for end-users to ensure they can effectively use ERP systems.
• Create and maintain detailed technical documentation, including SOPs, system manuals, and issue resolution logs.
• Ensure adherence to KPIs, including the timely resolution of IT issues, system performance, and user satisfaction metrics.
• Assist in the integration of new systems and applications with the existing ERP infrastructure.
Key Performance Indicators (KPIs):
• Response Time: IT Ticket/WhatsApp messages require a response within 2 hours included after offfice hours.
• Resolution Time: Issues reported through IT tickets and WhatsApp must be resolved and provided with a solution within 3 working days and vendor within 5 working days.
• Customer Satisfaction: Deliver prompt and effective solutions that meet business needs.
Additional Requirements:
• Willingness to work outside of standard office hours, including weekends and public holidays, and travel for on-site support if required by business needs.
• Strong time management skills, with the ability to handle multiple tasks simultaneously and prioritize effectively.
• Adherence to KPIs and performance metrics related to issue resolution and customer satisfaction.