Job Description

Position Title: Service Desk Engineer 

 Responsibilities:

• Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
• Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
• Routes the enquiries to Resolver Groups as appropriate
• Re-routes misdirected call
• Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
• Provides status and updates on tickets to authorized users
• Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
• Makes recommendations for updates to the KB database
• Opens, logs, prioritizes, assigns, and closes calls logged in ticketing syste

Qualifications:

• 2- 5 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.
• Native Japanese Language (N1 and above) is mandatory along with English speaking ability

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 a bold new future.
[Measures against passive smoking]
No smoking indoors allowed
Designated smoking area