IT Service Desk Agent

Appealing Points:

• Lead a high-importance IT service desk supporting the business operations of a global insurance organization.
• Gain broad experience in team management, SLA/KPI management, escalation handling, operational reporting, and customer service reviews.
• Work in a global and diverse environment while driving improvements in service quality, operational efficiency, and end-user experience.

Annual Salary: 5 Million Yen and above

Job Responsibilities:

• Lead daily service desk operations and manage incidents, service requests, and escalations within agreed SLAs.
• Allocate, prioritize, and manage progress of tasks within the service desk team.
• Guide, coach, and manage service desk members to build customer-oriented, high-performing teams.
• Manage support for Windows, Microsoft 365, Outlook, Teams, VPN, printers, business applications, network connectivity, and access-related inquiries.
• Ensure incidents and service requests are properly recorded, classified, prioritized, tracked, documented, and escalated to L2/L3 support teams as required.
• Monitor service performance, including SLA adherence, KPIs, ticket quality, first-time resolution rate, and customer satisfaction.
• Create operational reports, service performance dashboards, and KPI reports for internal management and customer stakeholders.
• Participate in customer meetings, operational reviews, and service performance presentations.
• Collaborate with internal and external stakeholders to promote process improvements that enhance service quality and operational efficiency.
• Manage ITIL-based incident management, request response, escalation, and service desk processes.

Job Qualifications:

• Over 5 years of practical experience in IT service desk or end-user support, with more than 2 years as a team leader or supervisor.
• Experience leading service desk operations, including task allocation, team member coaching, escalation management, and service performance management.
• Knowledge of incident management, request response, SLA/KPI management, and IT service management processes based on ITIL.
• Strong customer service, communication, reporting, presentation, and stakeholder management skills.
• Ability to work in a global environment and collaborate with internal and external stakeholders.

Preferred Skills:

• Experience using ServiceNow, Jira Service Management, or equivalent IT service management tools.
• Experience creating operational reports, management materials, service dashboards, and performance analysis materials.
• Knowledge of Windows, Microsoft 365, Outlook, Teams, VPN, printers, network connections, and general business applications.
• Experience handling user accounts, password resets, account unlocking, and access requests using Active Directory or Microsoft Entra ID.
• ITIL Foundation certification.
• Bachelor's degree in IT, computer science, or a related field.

Languages Required: Fluent level Japanese and Business level English.

Company Description:

The group is a global enterprise headquartered in India. The group operates in more than 100 countries across six continents with a mission 'To improve the quality of life of the communities we serve globally, through long-term stakeholder value creation based on Leadership with Trust'.

Sixty-six percent of the equity of Sons, the promoter holding company, is held by philanthropic trusts, thereby returning wealth to society. The name has been respected in India for 150 years for its adherence to strong values and business ethics.

The companies of the group employ the best and finest, strengthened by a culture of ethics and integrity. Today we stand strong at 702,454 employees.

. Skillset Required: Microsoft Intune, Microsoft 365, Entra ID, Windows Autopilot, Device registration, Configuration profiles, Compliance policies, Application distribution, Windows, iOS, Android devices, User management, Group management, License management, Access management, Authentication support, MFA, Conditional Access, Exchange Online, Microsoft Teams, OneDrive, SharePoint Online, Incident response, Troubleshooting, User support, SCCM, ITIL Foundation, IT service management, Service improvement, Automation, Operational optimization, Change management, Root Cause Analysis, Collaboration with global teams, Service management, Process optimization, Continuous improvement, Leading and developing members, Service desk operations, L2-level incident handling, Issue management