Protege Trainee

FGV Holdings Berhad is Malaysia’s leading global agri-business and the world’s largest producer of Crude Palm Oil (CPO). FGV’s operations stretch across more than 10 countries in Asia, the Middle East, North America and Europe, and are focused on three main business sectors namely Plantation Sector, Logistics & Support Business (LSB) Sector and Sugar Sector. FGV is the world’s third biggest oil palm plantation operator, has the world’s largest bulking and storage facilities for vegetable oil and is Malaysia’s top refined sugar producer.

Job Description

Integrated Operations Center (IOC)

Provide Customer Service/Helpdesk Level 1 system support and Level 2 support where required for applications and systems in accordance with the agreed Service Level Agreement (SLA) to ensure system availability, reliability, and service continuity.

1. Act as the first point of contact for users, managing and resolving system issues, service requests, and user inquiries in a timely and professional manner.
2. Perform incident diagnosis, troubleshooting, and root cause identification, escalating complex issues to relevant technical teams when necessary to ensure timely resolution.
3. Handle Incident Management, Request Management, and Standard Change Management processes in accordance with established IT service management procedures and best practices.
4. Document system issues, resolutions, and workarounds, and continuously develop and update troubleshooting guides and knowledge base articles to improve support efficiency.

5. Collaborate with technical teams, vendors, and stakeholders to resolve system-related issues and ensure seamless service delivery.
6. Monitor system performance and proactively identify potential issues or service disruptions, taking preventive actions where possible.

Service Delivery Management

Ensure the delivery of high-quality IT services to clients by managing service performance, maintaining customer satisfaction, and driving continuous service improvement in alignment with contractual obligations, company policies, and business goals.

1. Monitor, analyze, and report on service performance against agreed SLAs (Service Level Agreements).
2. Investigate production incidents, analyze problems, identify root causes, and implement solutions.
3. Ensure compliance with service agreements and assist with contract renewals.
4. Participate in system development, project activities, and cross-functional collaboration with technical and support teams.
5.  Work closely with internal team leaders and business units to ensure effective delivery of services within business context.
6. Liaise with clients and partners to identify requirements, assess impact on existing systems, and provide service solutions.