Service Desk L1 Support

Job Description

Position Name: Service Desk  L1 Support 

Annaul Salary: 4 Million and above

Responsibilities:

• 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."
• Maintain ticket resolution quality by following the below criteria,
• SLA (MTTA, MTTT, MTTR)
• Ticket quality checks – 12 criteria
• Reopen rate
• Ability to resolve the ticket in L1 que.
• Ticket accuracy (agent addressing the issue and performing quality troubleshooting steps to resolve it ASAP)
• More rules on calls
• Politeness
• Greetings
• Driving call proactively
• Issue understanding
• Humble Language etc.
• Update the Knowledge Base time to time with defined process
• Monitor the que to maintain all the SLA’s
• Team player who proactively shares the information in handovers, trackers, emails, etc.
• Reports important events to all the stakeholders proactively

Qualifications:

• 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.

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

Japanese Language: Japanese Native level required and business level english required

Company Description:

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.

[Passive smoking measures]

Indoor smoking

Designated smoking area