Familiar with SAP and configurations.

• Able to solve and coordinate with users from SAP/Other systems.

• The Consultant facilitates the implementation and support of SAP modules to enhance the clients’ business functionality and overall performance, while maintaining a high degree of customer satisfaction.

• Responsible primarily for successful implementation of SAP, providing functional expertise, guidance, presentation, and instruction on SAP products to clients.

• Design, configuration and testing in various SAP Modules: OTC, P2P, GBW, Core2e, M2i, etc.

• Analyse the current business processes and scenarios of the client and recommend/develop solutions to meet the clients need

• Responsible primarily for successful implementation of SAP, providing functional expertise, guidance, presentation, and instruction on SAP products to clients.

• Carry out complex or novel assignments requiring the development of new or improved procedures

• Develop and evaluate plans and criteria to be carried out by others; provides direction and leadership

• Provide detailed knowledge of industry best practices.

• Manage or participate in SAP Business All-In-One implementations

• Acts as liaison with client for troubleshooting: investigate, analyse, and solve software problems and map client business requirements, processes and objectives; develop necessary product modifications to satisfy clients' needs.

• Maintain a thorough knowledge of the organisation and adheres to all organisational standards

Solve complex technical customer issues that have been escalated from the 1st level support;

• Replication / duplication of product issues reported by customers;

• Perform diagnostic research and analysis related to product symptoms;

• Document all cases and findings in case management tracking tool;

• Perform complex problem solving, data collection and software upgrades;

• Develop effective working relationships with customers, co-workers and cross departmental personnel; - Document customer information and recurring technical issues to support product quality programs and product development;

• Contribute actively to the development and improvement of tools, processes, and procedures in the customer support team.

Provide Helpdesk support and resolve problems to the end user’s satisfaction

• Monitor and respond quickly and effectively to requests received through the IT Helpdesk - Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

• Modify configurations, utilities, software default settings, etc. for the local workstation

• Utilise and maintain the Helpdesk tracking software

• Document internal procedures

• Assist with on boarding of new users

• Create users account on Active Directory

• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialised equipment

• Report issues to the Service Desk for escalation

• Assign users and computers to proper groups in Active Directory

• Consistently exceed all established goals and completed tasks in an outstanding manners and on a timely basis.

• Responsible for SLA Report for all Thai Calls base on particular projects, and diagnose performance issues and develop effective action plans to address the root cause of issues.

• Monitoring real time call flows, manage for the smoothly Thai call to avoid zero abandon.

• Analysis customer satisfaction survey.

Efficiently and accurately diagnosing and resolving machine problems to maximise device up-time and minimise escalations to Service Engineers or Technical Specialists.

• Providing internal and external customers with solutions that are meaningful, beneficial and address their needs with a focus on service excellence and first call resolution.

• Initiating escalation procedures and advising appropriate areas of urgent customer servicing issues.

• Following up customer requests and queries in a timely manner.

• Keeping customers records updated through accurate data entry and escalation of service contract administration issues.

• Processing of consumables and supplies order for customers.