Service Desk Agent L1

Job Description

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 :  4 Million Yen and above

Job Description:

• The L1 support agents/leads must have basic IT skills along with strong communication (verbal & oral) skills, at Native level Japanese and business level English. Selected Agents will be tailored to client expectations, environment, processes, IT and business knowledge, after the onboarding mandatory training.
• Shift Lead need to handle all users' issues and service requests based on the guidance within agreed SLA. Able to answer all contacts efficiently in a professional and courteous manner in the requested languages. Agents able to provide on call support for the Japan based customer, end-users. The global model will leverage chatbot as 1st line of interaction for all users, with L1 agents providing interaction (via hubs in Poland, China & Japan).

Job Responsibilities:

• Provide support via telephone, email, and chat for customer 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, including their respective resolutions and circumventions.
• Respond to telephone calls, emails, instant messages, and assigned tickets from users.
• Assign work orders/incidents to the appropriate support teams and follow up until closure.
• Provide Level 1 remote desktop support and perform other activities based on SOPs and KBs.
• Perform user account management activities.
• Escalate complex problems to the appropriate support specialists.
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate, and prioritize customer problems and complaints.
• Train users and operators on a limited basis and/or write training procedures, as required.
• Participate in ongoing training and departmental development.
• Perform 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.
• Maintain high login efficiency (availability) for customers.
• Provide Level 1 remote desktop support to resolve tickets or provide hardware, software, or network problem diagnosis/resolution via telephone, email, or chat within the agreed SLA for ticket volume and resolution time.
• Update worklogs and follow the shift or escalation process to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd level IT support staff, as applicable.
• Work on value-adding activities such as Knowledge Base updates and self-development.
• Adhere to quality standards, including voice and accent and technical monitoring, as well as regulatory requirements and company policies.
• Ensure a positive customer experience and CSAT through First Call Resolution (FCR), minimum Average Handling Time (AHT), reduced rejected resolutions, and minimized reopened cases.
• Ticket Resolution Quality:
• Maintain ticket resolution quality by following the below criteria:
• SLA metrics, including MTTA, MTTT, and MTTR.
• Ticket quality checks based on 12 criteria.
• Reopen rate.
• Ability to resolve tickets in the L1 queue.
• Ticket accuracy, ensuring the agent addresses the issue and performs quality troubleshooting steps to resolve it as quickly as possible.
• Knowledge Management & Team Collaboration:
• Update the Knowledge Base from time to time with defined processes.
• Monitor the queue to maintain all SLAs.
• Be a team player who proactively shares information through handovers, trackers, emails, etc.
• Proactively report important events to all stakeholders.

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 Or N1 level in Japanese and Business level English

Company Benifits:

Service Window: (8X5 Shift) Shift on Weekends & National Holidays with Compensatory off.
Weekdays: 7:00 ~ 22:00 JST (9 hours shift, including 1 hour break)
Weekends: 8:30 ~ 22:00 JST

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.