Acts as Level1 support for all related issues which include configuration, troubleshooting and assistance on functional queries.
Working on ITSM ticketing tool for creation, prioritization and assignment of all incidents and requests to relevant team. Take ownership of an incident through its life cycle from open to closure.
Ensuring that ITIL standard practices are followed to in handing of all user requests and issues.
Escalation and follow-up to next level support whenever required and make sure that agreed SLAs are met for all escalated issues.
Understanding of CSAT tools, follow-up with user for survey and ensure defined KPIs for CSAT are met.
Understanding of SLA, prioritization, incident management and critical incident management process.
Single point of contacts for end users for update, information, queries; manage communication with users for all critical incidents and change.
Job Requirements
Possess a bachelor's degree/ diploma in computer science/ information technology or any related field
At least 1- 4 years of experience in similar role
Must be able to communicate in Japanese
Understanding of CSAT tools
Understanding SLAs
In depth knowledge of shared mailboxes & distribution group management
Hands on experience of O365 for doing tasks like Identity and account management
In depth knowledge of shared mailboxes & distribution group management
Highly self-motivated and directed, with keen attention to detail
A strong team player with good communication skills
Good problem-solving approach & skills
Flexibility in working in a 24X5 shift environment
