TIS Service Desk

Job Description

Appealing points:

• Hands-on experience in IT service desk operations Build practical troubleshooting skills by handling calls, emails, and web tickets while working with ServiceNow in a structured IT support environment.
• Exposure to critical incident and SLA-driven operations Participate in Severity 1 and 2 incident handling, trend analysis, and SLA/KPI management, gaining insight into enterprise-level IT operations.
• Customer-focused and compliant work culture Work in a quality-driven environment that emphasizes customer satisfaction, ethical standards, flexibility, and adherence to organizational and project policies.

Annual Salary: 4 million and above

Qualification:

• 1–2 years of overall experience in IT troubleshooting – IT helpdesk or service desk 
• Mandatory Skills: TIS Service Desk .
• Handle calls, emails, & 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 targeting 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

Japanese Languages:

• Fluent in Japanese with JLPT N2 certification
• Business level english

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