Service Desk Administrator

Job Description

 Appealing Points:

• Enhance your skills in a global environment: Utilize your Japanese (N2 or higher) and English abilities while working in an international IT helpdesk team to strengthen both communication and technical expertise.
• Professional growth and technical development: Gain hands-on experience with ServiceNow (SNOW) and IT support operations, building strong incident management and troubleshooting skills.
• Structured yet flexible work environment: Enjoy a stable 9-hour shift (including 1-hour break) while working in a professional organization that values ethics, quality, and operational excellence.

Annual salary: 5.5 Million and above

Responsibilities

• Handle calls, Chats & Web tickets (daily)
• Address technical queries and fix or log them appropriately accurately
• Escalate queries when required to appropriate personnel
• Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5, TL, SDM as appropriate (Outage confirmation)
• Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures
• Ensure Follow up mechanism is in place, target customer’s issue resolution in an optimized manner enhancing Customer Delight
• Ensure consistent productivity and quality of service
• Meet SLAs and individual KPIs
• Assist Operation Support System (OSS) with problem determination & Handle any Severity 1 & 2's appropriately
• Should manifest flexibility to support operational requirements
• Maintain highest level of ethical work standards and be compliant with Organization & Project policies & procedures
• Shift timing is 9 hours which includes one hour break

Qualification 

• 1-4 years of overall experience in IT troubleshooting – IT helpdesk or service desk experience is mandatory
• Bachelor Degree 
• Excellent analytical, problem solving and critical thinking skills
• Exceptional oral and written communication skills
• Ability to work independently, multi-task, and take ownership of various parts of a Project or Initiative.

Japanese Language: (N and above) is mandatory along with English speaking & Writing ability

Holidays and Benefits

• Weekends off
• Summer vacation
• New Year holiday
• Paid holidays
• Maternity leave
• Pension
• Health consultation by an in-house physician
• Social insurance

Company Description 

A leading global information technology, consulting, and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics, and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, a strong commitment to sustainability and good corporate citizenship, we have over 160,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and bold new future.

[Measures against passive smoking]
No smoking indoors allowed
Designated smoking area