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Service Desk Analyst
| Hiring Company | Smart IMS Inc. |
| Location | Tokyo - 23 Wards |
| Job Type | Contract |
| Salary | 5 million yen ~ 6.5 million yen |
Job Description
Responsibilities:
- Handle calls, emails, & Web tickets (daily)
- Address technical queries and fix or log them appropriately accurately
- Escalate queries when required to appropriate personnel
- Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5 TL SDM as appropriate (Outage confirmation)
- Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures
- Ensure Follow up mechanism is in place targeting customer’s issue resolution in an optimized manner enhancing Customer Delight
- Ensure consistent productivity and quality of service
- Meet SLAs and individual KPIs
- Assist Operation Support System (OSS) with problem determination & handle any Severity 1 & 2’s appropriately
- Should manifest flexibility to support operational requirements
- Maintain highest level of ethical work standards and be compliant with Organization & Project policies & procedures
- Shift timing is 9 hours which includes one hour break
General Requirements
| Minimum Experience Level | Over 1 year |
| Career Level | Mid Career |
| Minimum English Level | Fluent |
| Minimum Japanese Level | Fluent |
| Minimum Education Level | Associate Degree/Diploma |
| Visa Status | Permission to work in Japan required |
Required Skills
1–2 years of overall experience in IT troubleshooting – IT helpdesk or service desk
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Mandatory Skills: TIS Service Desk .
Job Location
- Tokyo - 23 Wards
Work Conditions
| Job Type | Contract |
| Salary | 5 million yen ~ 6.5 million yen |
| Industry | Other |
