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Service Desk Analyst (Japanese Speaking)
Salary undisclosed
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Job Responsibilities:
- Acting as a first point of contact to support users reporting issues, requesting information, access, or other services.
- Providing technical voice L1 support to global end users.
- Ensuring correct logging of tickets in the ITSM ticketing tool, categorizing, and prioritizing them in line with ITIL standards.
- Ensuring all tickets are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
- Managing tickets through their entire lifecycle from the first point of contact through to resolution, proactively.
- Keeping the end user informed of progress.
- Diagnosing and resolving issues to the user satisfaction.
Job Requirements:
- Possess a Bachelor's degree in Computer Science/ Information Technology/ Computer Network/ Engineering or any related studies.
- MS Outlook - know how to configure user outlook, mapping accounts and tackle issues like outlook freeze, crashing etc.
- Remote Assisting Tool - know the use of any remote assisting tools like VNC, Any desk team viewer, Bomgar etc.
- Troubleshooting IT related issues - like PC working slow, machine not getting IP address, internet not working, outlook getting frozen, operating system related issues, MS Teams, VPN client etc.
- ITSM Ticketing Tool - should have worked on any ITSM ticketing tool like BMC Remedy, Service Now or SMAX, etc.
- Must be willing to work in 24*5 in technical voice end user support.
- Related to Active Directory - like creating, deleting, updating user accounts
- MS O365 - creating users, managing SMB (shared mailbox), DL (distribution lists), assigning licenses, etc.
- Proficient in Japanese language.
- Having relevant experience of 2-3 years in technical helpdesk (Japanese) domain.
- Highly self-motivated and directed, with keen attention to detail
- Additional working hours as required.