Appealing Points:
- Opportunity to work in a global IT support environment (Japan, Poland, China) utilizing native-level Japanese and business-level English
- Comprehensive onboarding training and knowledge base support enable continuous learning and skill development
- Hands-on experience with SLA-driven support, incident management, and remote troubleshooting to build strong technical and problem-solving expertise
Annual Salary : 5 Million Yen and above
Job Description:
We are looking bilingual L1 support SD Lead for our Japan based service desk. It’s a Global service model. As our client wants to consolidate a fragmented L1 Service Desk landscape under single provider, We plans to bring a competent and consistent global user experience, create a single point of contact, and unlock efficiencies through scale and automation. Significant step to standardizing and improving service levels in our support ecosystem and gaining central visibility on L1 issues, while freeing up our L2+ support teams to focus on more complex topics.
Job Responsibilities:
- Provide support via telephone/email/chat for customers end users
- Route problems to internal 2nd and 3rd level IT support staff.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
- Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
- Provide level 1 remote desktop support and perform other activities based on SOPs & KBs
- Perform user account management activities
- Escalate complex problem to appropriate support specialists
- Troubleshoot client software and basic network connectivity problems
- Identify, evaluate and prioritize customer problems and complaints
- May train users and operators on a limited basis and/or may write training procedures
- Participate in on-going training and departmental development
- Routine maintenance updates with other IT staff and business units
- Provide all required documentation including standards, configurations and diagrams
- Provide knowledge transfer of EUC operations:
- To maintain high login Efficiency (Availability) for customers.
- To provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time.
- To update worklogs and follow shift or escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be.
- Work on value adding activities such Knowledge base update and self-development.
- To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions or Reopen Cases."
- Maintain ticket resolution quality by following the below criteria:
- SLA (MTTA, MTTT, MTTR)
- Ticket quality checks – 12 criteria
- Reopen rate
- Ability to resolve the ticket in L1 que.
- Ticket accuracy (agent addressing the issue and performing quality troubleshooting steps to resolve it ASAP)
- Update the Knowledge Base time to time with defined process
- Quality assessment & RCA
- Mentor and Training capability
- Shift Schedule management
- Share daily/ weekly/ monthly reports
- Handy with Data in meetings
- Monitor the que to maintain all the SLA’s
- Team player who proactively shares the information in handovers, trackers, emails, etc.
- Reports important events to all the stakeholders proactively
Job Qualifications & Experience:
- Experience in handling the relevant Operating Systems and Applications
- Experience working as a customer service agent.
- Team player with a problem-solving attitude and efficient task management skills
- Experience applying appropriate solutions according to the incident management process.
- Knowledge Management, incident Management, Service Now tool experiences are plus.
Language & Communication Skills:
Native-level in Japanese and Business level English
About Company:
This company is one of the largest IT consulting companies in Europe, with more than 200,000 employees based in locations in over 40 countries.
As a global leader in consulting, technology services and digital transformation, they were established in 2013 as a Japanese corporation of the world's leading IT consulting company at the forefront of innovation, and they offer a wide range of integrated services with the highest level of technology and abundant expertise.
. Skillset Required: IT support, SLA-driven support, incident management, remote troubleshooting, telephone support, email support, chat support, user account management, software troubleshooting, basic network connectivity troubleshooting, training users, knowledge base update, compliance with quality standards, shift schedule management, report sharing, data handling, Service Now, Knowledge Management, Incident Management, customer service, problem-solving, task management
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