• Coordinated with the IT Development and Infrastructure Department to analyze and handle computer hardware and software related issues, requests, and inquiries, managing approximately 500 tickets per month by 4-5 staff. • Ensured the achievement of the Service Level Agreement (SLA) above 97% and a user satisfaction rate exceeding 4.75/5.00. • Application Specialization (HAKI): Served as the L2 Escalation Specialist for key company applications (including Service Desk Application versions 1.3, 1.4, 1.5, and Sirama 3.0, which are HAKI-registered). • Cross-Functional Collaboration: Acted as the technical bridge between the Helpdesk (L1) and the Development/Engineering (L3) teams to ensure seamless incident escalation and resolution. • Provided global support for desktop, application, network, security, and other IT-related issues, offering frontline service to users through the ticketing system. •. Responsible for creating and updating technical documentation (SOPs) and Knowledge Base articles to reduce recurring incidents/issues, and leading UAT validation for application updates. • Monitored and evaluated service performance through customer feedback and service metrics to continuously improve service quality. • Resolved user problems via the ticketing system related to licensing, covering license usage, support, and development. • Managed the procurement of inventory items as IT support for the company, such as servers, hosting, and others. • Escalated issues to engineer staff for second-level troubleshooting when required. • Provided first-level troubleshooting for customer issues. • Prepared monthly usage and performance reports for customers. • Managed license procurement to support business processes. • Managed the company's recruitment process and employee administration processes.