Responsibilities:

Provided computer hardware, software and network support, technical expertise and troubleshooting via Help Desk, phone call, remotely or on-site based on agreed service levels, standards and procedures for Petronas with hundreds over in-house staff across different levels of management and departments and at least 2 remote offices Responded to incoming calls and provided first level identification issue, documentation and resolution of the incidents and requests. Established and managed communications and escalations of the incidents and requests to various support teams (Application Support, ITFM Support, Network Support and Telecom Support groups) when required and necessary. Responsible for PCs, notebooks and printers roll-out, deployment and relocation for Petronas. Managed and administered Petronas Carigali IT assets, facilities and inventory. Provided end-user support on the effective usage of business application software. Liaised with IT vendors and suppliers for parts replacement or relevant IT challenges arise. Operated SenseTrack System to remotely monitoring the condition and operation of Data Center, MyGeniie System to manage and maintain IT incidents and requests and Executive Desktop System to monitor service, system and network throughout the region. Prepared and submitted Data Center daily report to main office for analysis and compilation. Provided support for stand-by / on-call rosters where applicable.