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Answer incoming calls to the Service Desk Provide first line response for users requiring assistance with issues relating to PC's, Microsoft Office, applications and basic network communications Provide basic administration of Access Management, End User Management, accounts and passwords Fill in every mandatory field and assign proper priority for incoming incidents in ticketing tool Escalate incidents to the appropriate IT operations resources in accordance with established procedure Monitor open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements Drive the assigned Project activities Follow the monthly shift schedule and arrive before shift start Ensure continuous availability during shift in the telephony system following the internal break policy Ensure reasonable usage of availability statuses both in Telephony system and Chat Regular usage and update of the Knowledge Base articles Perform as per KPI, SLA, Quality and Objective requirements Continuous effort to meet high customer satisfaction Identify of any areas of improvement Own your career: work towards the goals, proactive development from internal and external sources Ready to be shifted in on-call during weekends In the case of a Major Incident if nobody else is available, overtime may be requested by the direct supervisor
Customer friendly Japanese English and Mandarin communication skills (written and oral) Strong knowledge of Microsoft based operating systems with emphasis on Windows 7,10, Office 2010, 2016 and Internet Browsers Successful delivery against commitments and deadlines Promotes and supports standardization and continuous improvement Proactive approach and strong process adherence
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