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Global ICT Concierge (GIC)

Global ICT Concierge (GIC) team extends first line of support as the GLOBAL help desk team of MOL. It co-works and extends 24x7 assistance to MOL users from different divisions GLOBALLY across varied software applications & platforms. GIC Team extends both Application Support and Technical Support from a centralized location.

GIC team works closely with MOL users to address their queries on Incident Management, Change Management, Problem Management, Release Management etc. that form part of Application support. GIC team also delivers comprehensive training sessions during software updates. GIC extends support for applications like PCC.Net, SmartPAL, FOCUS, CargoWise, PEARL, SURF, ChatMOL, Shipmate, iKnowNow and ITSUMO.

Additionally, Global Support Helpdesk team extends technical support for M365 user account management, Citrix user account management, alert monitoring and regular health check of various applications for MOL divisions. Currently this team extends technical support for MOL (M365 Overseas), PCC and MOL Consolidation Services.

Global Support Helpdesk has also embarked on digital transformation to enhance efficiency, innovation and customer satisfaction.