• Troubleshoot issue related to desktop, laptop, printer, scanner, IP phone and applications• Utilize the ServiceNow platform to respond to upto 15 incidents and request tickets each shift• Provide IT technical support in the areas of setting up new desktop, laptop, IP phone system for new user• Help with network connectivity problems and network administration• Prepare documentation for new IT equipment for production line and asset management• Managing orders for desktops, laptops and relevant peripherals and maintaining inventory stock of computer accessories

• Assist sales representative in product selection based on customer requirements• Managed up to 3 concurrent chat sessions with sales rep while responding to emails via Salesforce tool• Sustaining both chat and email support at a 98% SLA compliance rate.• Provided support to APJ and ANZ market sales representatives, demonstrating adaptability by working early hours (starting at 4 a.m GMT+8) to meet regional business needs.• Effectively assist clients in the CSG portfolio, including consumers and business clients.• Guided sales representatives in selecting optimal products, including desktops, laptops, workstations, monitors, meeting room setups, and suitable accessories from both OEM and third-party brands, ensuring tailored solutions for diverse customer needs.• Developed accurate documentation, including manuals, spec sheets, and technical guidebooks, to address and resolve product content-related escalations, minimizing sales disruptions and enhancing product knowledge for sales representatives.

• Delivered first call resolution (FCR) IT support both remotely and in-person for office and production users, efficiently handling incident and request tickets to ensure seamless operations• Utilize Manage Engine Ticketing System to respond to up to 15 to 20 incident and request per shift• Provide support for hardware area such as desktop, laptop, printer, scanner, IP phone• Provide support for software area such as MES, Factory Integration, ERP application, network connectivity, alert monitoring, internal and external vendor application.• Carry out installation , configuration and replacement in-house of all IT products • Meeting rooms maintenance.• Performed monthly preventive maintenance (PM) on over 50 laser and barcode printers, • Kept a sufficient stock of production and office accessories to guarantee availability and reduce downtime.• Managed the procurement of parts by verifying warranty status, obtaining vendor quotations, and comparing prices and quality to ensure cost-effective purchases. Processed purchase requests (PR), purchase orders (PO), and delivery orders (DO).• Contributed to continuous improvement initiatives by participating in 5S and submitting 2 Kaizen proposal every 3 months from the IT department.