Service Desk Reader

Appealing Points:

• As the leader of the service desk team, you can lead operations and improvements.
• Through collaboration with global teams and clients, you will acquire strong communication and management skills.
• You can enhance your expertise in IT service management by managing KPIs, SLAs, and service reviews.
• In the future, there are career paths to project manager or delivery manager.

Annual Salary: 8 Million Yen and above

Job Description:

• Overall operation management of service desk operations and promotion of SLA achievement.
• Management of incidents, service requests, and escalation response.
• Development, guidance, and performance management of service desk members.
• Monitoring KPIs and SLAs and creating reports.
• Conducting customer service reviews and operational reports.
• Managing operations using ticket management tools such as ServiceNow.
• Coordinating with stakeholders and promoting measures to improve operational quality.
• Implementation of business process improvement and efficiency measures.

Job Qualifications:

• Over 5 years of experience in IT service desk or end-user support.
• At least 2 years of experience as a leader or manager of a service desk team.
• Knowledge of ITIL-based incident and request management.
• Proficiency in Japanese native-level and English business communication skills.

Preferred Skills:

• Experience using ITSM tools such as ServiceNow and Jira Service Management.
• Experience managing KPIs and SLAs and reporting.
• ITIL Foundation certification.

Languages Required: Native level Japanese and Business level English (or higher)

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: Service Desk Operations Management, SLA Management, Incident Management, Service Request Management, Escalation Management, Team Development, Team Guidance, Performance Management, KPI Monitoring, SLA Monitoring, Report Creation, Customer Service Reviews, Operational Reporting, Ticket Management, ServiceNow, Stakeholder Coordination, Operational Quality Improvement, Business Process Improvement, Efficiency Improvement, End-user Support, ITIL, Communication Skills, Management Skills, IT Service Management, ITSM Tools, Jira Service Management, KPI Management, Reporting