บริษัท ฟูจิตสึ (ประเทศไทย) จำกัด (FUJITSU THAILAND)

• Perform the installation, Move, Add and Change PC (Hardware and Software), POS or other peripheral • Provide technical support, maintain and optimize operational efficiency in basic network • On-site services at customer site (Both Bangkok and upcountry) • Control and follow up customer cases in order to comply with customer’s Service Level Agreement • Prepare documentation for all IT related, Installation Manual, etc • Maintain inventory of all hardware and software resources and parts as company procedure • Create and maintain a training program for customer service and technical knowledge • Manage vendors to ensure service quality • Develop and demonstrate an understanding of customer and business needs • Resolve escalated customer and vendor issues • Prepare the support team for new product/service releases. • Repair equipment • Maintain current knowledge of industry trends and potential impact on the support business.

• Overall service and project delivery management in strategic accounts. • Organizing programs and activities in accordance with the mission and goals of the organization. • Developing new programs/solutions to support the strategic direction. • Creating and managing long-term solutions and opportunities roadmap. • Developing a budget and operating plan to deliver services to strategic accounts. • Revenue, GM2, Cost management within strategic accounts. • Developing an evaluation method to assess program strengths and identify areas for improvement. • Work with Pre-sales to develop proposals to secure new projects within strategic accounts. • Managing a team with a diverse array of talents and responsibilities. • Ensuring goals are met in areas including customer satisfaction, safety, quality and team member performance. • Implementing and managing changes and interventions to ensure project goals are achieved. • Meeting with stakeholders to make communication easy and transparent regarding project issues and decisions on services. • Producing accurate and timely reporting of program status throughout its life cycle. • Analyzing program risks. • Working on strategy with marketing team.

•Call management ▪ Receiving all calls from customer within agreed repose time and log call in Help desk system ▪ Provide solutions to customers via phone ▪ Analysis and solve the failure for HW, SW, application , Operation and Dispatch call to appropriate service partner •Problem management ▪ Provide remote diagnostic to customer system ▪ Monitor progress of calls ▪ Escalate call which exceed the “Service Level Agreement” criteria •Reporting ▪ Prepare call log data for manage service report ▪ Maintenance of call log data ▪ Manage and document end user manual •On-site service ▪ Provide engineering on-site service according to SLA. ▪ Maintain inventory of IT hardware and software ▪ IMACD (Install, Move, Add, Change, Delete) •Others as assigned by Project Manager/Helpdesk Supervisor

• Partner with stakeholders across business units to develop analyses and documentation in a collaborative way, communicating effectively and efficiently with production, managerial, and executive teams. • Evaluate, analyze, and communicate systems requirements on a continuing basis, and maintain systems processes, including the delivery of monthly status reports to all appropriate parties. • Author and update internal and external documentation, and formally initiate and deliver requirements and documentation. • Conduct daily systems analytics to maximize effectiveness and troubleshoot problems. • Develop meaningful and lasting relationships with partners for optimized systems integration, and respond to questions and concerns from managers and executives with supporting research and recommendations. • Support other IT tasks as assigned by supervisor/IT manager in BA role

•To support O365 and Microsoft product such as MS team, One drive and Outlook. •First-line customer liaison via calls, MS-Team or e-mail. •Set up user access & deploy new PC/Laptop. •VIP and Visitor Support for IT network related. •Provide on-site services effectively resolve incidents and service requests that may not be possible to solve remotely. •Provide support for both incidents and services related to PC/Laptop/Printer/Scanner/other peripheral Hardware/Software setup and install on, and infrastructure network. •Making an initial assessment of requests, attempting to resolve them or refer them to someone who can, based on agreed service levels. •Recording and tracking Incidents, requests, and complaints according to Standard operating procedure (SOP). •Monitoring and escalation procedures relative to the appropriate Service Level Agreement (SLA). •Managing update IT request ticket in ServiceDesk Tools. •Update required documents as per SOP. •Keeping customers informed on request status and progress. •Communicating planned and short-term changes of service levels to customers. •Coordinating with second line and third-party support groups. •Provide IT Infrastructure network such as Wifi and internet connection to support company events or site activities. •Manage and maintain IT equipment in server room such as Server, Air, UPS, Access control etc. •Manage and maintain Telephone system and coordinate with third party. •To do IT asset management and user management also.