บริษัท ฟูจิตสึ (ประเทศไทย) จำกัด (FUJITSU THAILAND)

Call management ▪ Receiving all calls from customer within agreed repose time and log call in Help desk system ▪ Provide solutions to customers via phone ▪ Analysis and solve the failure for HW, SW, application, Operation and Dispatch call to appropriate service partner •Problem management ▪ Provide remote diagnostic to customer system ▪ Monitor progress of calls ▪ Escalate call which exceed the “Service Level Agreement” criteria •Reporting ▪ Prepare call log data for manage service report ▪ Maintenance of call log data ▪ Manage and document end user manual •Others as assigned by Project Manager/Helpdesk Supervisor

Troubleshooting the problem related to Data Center Infrastructure and customer’s networks and servers Escalation to higher level when requires Receive and Response to customer issue or problem Logging, follow up and tracking the details of Customer Requests and problems Identify the types, categories, severity and urgency of the case. Route customer cases to proper teams to follow up and handle (both internal and external). Including tracking the status of cases until closure. Provide technical phone support to customers Provide remote support and/or remote maintenance to Data Center and customers Provide reports to customers upon requests Maintain and/or Update customer information in the customer database Perform routine operation and maintenance for Data Center and customers

Receiving all calls from customer within agreed repose time and log call in Help desk system Provide solutions to customers via phone and remote in Thai, Singapore, Malaysia, America Analysis and solve the failure for HW, SW, application, Operation and Dispatch call to appropriate service partner Provide remote diagnostic to customer system Network monitor progress and manage server system. M365 Cloud user Escalate call which exceed the “Service Level Agreement” criteria Coordination with software owner team Prepare call log data for manage service report Maintenance of call log data Manage and document end user manual Monitor and analysis network report Provide engineering on-site service according to SLA. Maintain inventory of IT hardware and software IMACD (Install, Move, Add, Change, Delete) Others as assigned by Project Manager/Helpdesk Supervisor

• Receive and Response to customer inquiries via call/e-mail with prompt, accurate, and courteous replies. • Logging and Tracking the details of customer requests and problems as tickets. • Identify the types, categories, severity, and urgency of the ticket. • Provide technical/non-technical phone support to customers. • Provide remote support and/or remote maintenance to customers. • Control and follow up customer tickets in order to comply with customer’s Service Level Agreement. • Identify the ticket from customers as Maintain or non-Maintain based on customer’s contracts. • Act as a further escalation point for unresolved or escalated calls; • Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure. • Escalate the ticket to supervisor when the ticket is going to miss SLA or has a risk to miss SLA. • Provide report to customer upon requests. • Maintain and/or Update customer information in the Service Desk System. • Participate and assist in driving knowledge management process. • Others as assigned by Project Manager/Team lead

• To support and provide how to resolve the problems on the technical assistances by telephone and remote. • Service support and resolve problem to the end user of PC, Laptop, Basic IT operational troubleshooting support. • Follows up with critical incidents to ensure they are resolved, requests are filled, and the customer communication is complete • Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users. • Escalate the incident which beyond responsibility to Customer’s authorized person to make the decision such as 3rd Party. • Log, categorize, and prioritize all tickets in incident management system and Follow up end-to-end progress of tickets. • Manage 3rd party escalation issues and follow up backlog tickets. • Manage internal level 2 escalations and co-ordinate with users and customers. • Analyst incident data and prepare incident weekly report and monthly report. • Participate and assist in driving knowledge management process. • Others as assigned by Project Manager