MAIN PURPOSE
• Manage Service Delivery mainly on End User Computing in APAC region which includes Offices, Warehouses, Factory
• Manage our EUC and Service Delivery vendors in APAC region
KEY RESPONSIBILITIES
Service Management & Delivery
• Manage SLAs, KPIs, and service reporting to ensure high- quality service delivery.
• Forecast & order management of hardware and software on devices for Stores.
• Ensure consistent service levels across all APAC sites, including remote and on- site support.
• Oversee the delivery of Store Support services including desktops, laptops, mobile devices, printers, scanners, POS terminals, and collaboration tools.
Store IT Support & Maintenance
• Troubleshoot hardware and software issues, escalating to higher- level support when necessary.
• Perform routine maintenance, updates, and health checks on store IT equipment.
Deployment & Rollout
• Assist in the rollout of new applications, devices, and upgrades across store locations.
• Support new store openings, relocations, and refurbishments by setting up IT infrastructure and systems.
Network & Connectivity
• Monitor and maintain store network connectivity including Wi- Fi, VPN, and LAN/WAN configurations.
• Coordinate with network teams to resolve connectivity issues and optimize performance.
User Support & Training
• Conduct basic training and create user guides for store technologies and systems.
• Provide technical assistance to store staff, ensuring minimal disruption to operations.
Asset & Incident Management
• Log and manage incidents and service requests using ITSM tools (e.g., ServiceNow, Jira).
• Maintain accurate inventory of store IT assets and ensure timely replacements or repairs.
Compliance & Security
• Support implementation of endpoint protection, patching, and access controls.
• Ensure store systems comply with IT security policies and data protection standards.
Vendor Management
• Support regional IT projects including hardware refreshes, software rollouts, and infrastructure upgrades.
• Manage third- party vendors and service providers to ensure contractual obligations are met, including local ISP or Telecommunication Company.
Continuous Improvement
• Implement automation and self- service tools where applicable.
• Identify opportunities to optimize Store Support services and enhance user experience.
Ad hoc Support
• Additional tasks given by the supervisor or management team
