Service Desk Analyst

Service Desk Analyst - Japanese speaker This position mandates that the candidate possesses proficiency in the Japanese language, with the ability to communicate effectively in both written and spoken forms • Take and receive all customer calls in a professional and courteous manner as well as providing advice and support. • To handle & reply incoming emails within timely manner each depending on accounts contractual SLA’s. • Respond to customers’ voice mail & Email messages; • Provide ‘first time fix’, wherever possible; • Apply known solutions, advice and guidance to customers; • Take change requests from customers and ensure these are accurately logged and referred to the appropriate support teams; • Log all calls, using the designated call handling system and entering detailed and accurate information; of ticket priority and differences between IMAC’s, ensuring adequate service type to be applied on tickets. • Communicate with Incident Management, Change Management, Problem Management and respective support teams to confirm details of high severity, minor/major change or problem records. • Validate user equipment inventory data held within the inventory database; • Assign any problems which cannot be resolved during the call to the appropriate support group; • Keep the customer, when they make follow up calls, fully informed about the progress of any problems which have been assigned to a support group; • Contact the customer to assess their satisfaction prior to the closing of a call; • Carry out appropriate level of technical investigation prior to escalating to the next level • Ensure effective escalation and hand-over of customer enquiries/problems to the correct AO resolving group, client Resolver Groups and/or 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner. Job Requirement : 1. Certified with Japanese Language Proficiency Test - N1/ N2