Service Desk Agent サービスデスクエージェント　横浜・東京

Working hours (shift examples):
8:00-17:00, 9:00-18:00, 10:00-19:00, 11:00-20:00 (Changes monthly basis)

Role purpose:
Answer calls and Service Requests from end users and track status and progress to resolution.

Main responsibilities:

Adherence to policies and procedures, closure of open calls after resolution.

Major activities:

• Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
• 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
• Re-routes misdirected calls
• Escalates tickets which have not been resolved by SD, 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
• Makes recommendations for updates to the KB database

(*Considering this Covid’19 situation, we may request you to work from home, however based on the project request, the candidate should be ready for working at this designated work location as well as our Wipro offices. 新型コロナウィルス影響下において在宅勤務をお願いする場合がございますが、基本的にはプロジェクト事情により、記載の就業場所や弊社オフィスで働いて頂きます。)

Language: Proficient in English & Japanese (Read + Write + Speak )

Certification: 

Experience: Min 1year

Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a Japanese customer

Equivalent test of spoken and written Japanese and technical IT specific knowledge in both Japanese and English