Service Desk Analyst

Job Description

Appealing Points:

• Build strong hands-on experience in IT support and operations Gain solid troubleshooting and IT operations experience through hands-on Service Desk and Helpdesk responsibilities.
• Work with structured processes using ServiceNow Develop professional ITSM skills by managing incidents, SLAs, and KPIs using ServiceNow in a standardized support environment.
• Customer-focused role with exposure to critical incident handling Contribute to customer satisfaction while working closely with teams to resolve high-severity incidents and maintain service quality.

Annual salary: 6 Million yen and above

Job Qualification:

• 2 years of experience in IT troubleshooting – IT helpdesk or service desk experience is mandatory.
• Excellent analytical problem solving and critical thinking skills
• Exceptional oral and written communication skills
• 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
• Mandatory Skills: TIS Service Desk .

Language Skills: Fluent level Japanese (JLPT N1) and Fluent 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