Service Desk Agent (Japanese speaker)

Key Accountabilities:

• Technical Capability: Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
• Business Awareness: Develops an understanding of customer's environment and service delivery requirements to enable the delivery of a first-class service.
• Process: Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
• Problem Solving: Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are beyond them and escalates so they can be resolved.
• Service Level: Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
• Team Working: Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
• Personal Development: Takes ownership of own development and has a development plan in place.

Key Performance Indicators

• Feedback from customers, colleagues and team managers.
• Technical assessments if applicable.
• Evidence of sharing and re-use of knowledge.
• Correct management of processes followed to deliver the service.
• Percentage of customer problems resolved within required timescales.
• Meeting service level requirements.

Skills & Requirements:

• Language Requirement: Japanese language proficiency.
• Diploma/Degree: IT/Engineering or equivalent.
• Fresh graduates encouraged to apply. Candidate IT helpdesk experience is an added advantage.
• Skills: Customer service skills, IT trouble shooting skills.
• Able to work on shift rotation. Shift Allowances will be provided. Shift changes monthly between teams.
• Basic IT knowledge / have experience working in IT industry /customer handling ethics.
• Fast learner, need to be independent & good communication skill.