Job Code	:	T20251200006
Education Level	:	S1 / Bachelor Degree
Department	:	Information Management & Technology
Type	:	Current Period

JOB ROLES :

1. User Support Needs Assessment
   • Review, analyze, and identify user support needs based on user requests, IMT plans, and strategies.
   • Recommend service desk criteria and requirements aligned with available hardware and software technologies.
   • Develop user support program plans and performance targets as working guidelines.
2. Service Desk Operations and Monitoring
   • Monitor and coordinate responses to user queries submitted to the Service Desk.
   • Record resolved issues and escalated unresolved ones to the appropriate group.
   • Track completion status and gather user feedback to ensure service quality aligns with company standards.
3. User Support Model Implementation
   • Implement IMT user support models, policies, procedures, and standards.
   • Develop user manuals, FAQs, and guidance materials.
   • Create training content and socialize support guidance through various media.
4. Performance Review and Improvement
   • Assess Service Desk performance in handling user queries and resolving issues.
   • Review service quality and user feedback regularly.
   • Recommend improvements and promote awareness of office system functionalities.
5. Vendor Coordination and Contract Management
   • Coordinate and monitor third-party contractor support services, including document control and service desk operations.
   • Ensure vendor compliance with contractual obligations and manage related payments and contracts.
6. Collaboration and Problem Solving
   • Work collaboratively with IMT team members to deliver fit-for-purpose solutions.
   • Identify and resolve issues within schedule and budget constraints.
   • Ensure solutions meet user expectations and comply with regulations.

QUALIFICATIONS :

• Bachelor degree in Computer Engineering / Science, Electrical Engineering, or other related disciplines.
• A minimum of 3 years and having experiences in Oil & Gas industry is preferred.

Discipline:

All Engineering

Posting Date

:

04 December 2025