Global IT company
Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
Routes the enquiries to Resolver Groups as appropriate
Escalates tickets when Service Desk cannot resolve its issues, in accordance with Customer escalation procedures
Provides status and updates on tickets to authorized users
Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
Opens, logs, prioritizes, assigns, and closes calls logged in ticketing system
3- 6 years of overall 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 in both English & Japanese
Ability to work independently, multi-task, and take ownership of various parts of a Project or Initiative.
Decent Knowledge in AD, Office 365, SharePoint, SNOW, Intune, Mobility Apps, Network connectivity, VPN, Etc.
【FOR FURTHER INFORMATION】
Contact NAME: Jennifer Yamamoto
Click “Apply now” in the top right.