Assess VIP or general user requirement and escalate VIP issues for quick resolution Work with service delivery to remediate and escalate internally any VIP tickets/incidents Prioritize VIP tickets/incidents over general user incidents/tickets Address user concerns regarding hardware, software and networking basis the documentation and other material provided by Client for their existing systems and applications Guide users with simple, step-by-step instructions Perform handovers and collection of devices and perform onboarding and de boarding activities at the time of handover basis the checklist provided by Shiseido Conduct remote and VIP troubleshooting Diagnose technical issues and solutions in logs Follow up with clients to ensure their systems are functional Help create and update technical documentation and manuals Provide Client with customer/ client experience in accordance with the service levels as agreed in this SOW Perform administrative support duties as required to meet specific operational objectives Provide assistance and support to colleagues in IT-related matters Set up and configure new laptops and desktops and ensure other account provisioning activities prior to end user device handover Coordinate with vendor and ensure repairs are processed Own incidents involving DaaS devices & maintain end to end tracking Create and maintain concise documentation to lower the possibility of a repeat problem and Educate user so they can troubleshoot issue by itself and maintain within time frame Call logging, allocation, status updating in the IT helpdesk software and follow existing customers’ ITSM Ensure customer satisfaction by responding to open tickets within the SLA Possess reasonable knowledge on troubleshooting of Windows related issues Attending the day-to-day calls and ensure closure in reasonable timeframes. Creation and Management of User profiles

Singapore