SERVICE DESK L1 Support Agent or Lead Engineer

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 Qualifications & Experience

• Fluent verbal and written language skills paired with very good communication skills
• 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.
• 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."

Language & Communication Skills:
Native-level in Japanese and English is good to have

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.