Service Desk Technical Lead

Job Type
8,000,000 JPY - 9,750,000 JPY per year
Japanese Level
English Level
Advanced (TOEIC 860)
Start Date


Wonderful Opportunity! You will enjoy working for a leading global insurance company and with a talented group of professionals in the Japan office.

The helpdesk reviews the calls received, identifies the problem and situation, and judge treatment (average monthly around 1,500-2,000 inquiries). It also provides first-level support, such as standard operating procedures and solutions and workarounds from existing known errors. If not, escalation to each support group (ESD/other department) will be made and monitor the status until the ticket is closed properly. The scope of the query is all IT service-related inquiries, such as problems with PCs, networks, printers, and applications.

Inquiries include general service questions, service-related issues, service response requests, and complaints. Although the team does not respond to inquiries from external customers/agents, it is very important to respond to service with speed and quality in order to receive urgent inquiries from sales-related departments or departments that directly support customers.

‐ Helpdesk operation: Manage the Helpdesk (L1 Call Team, L2 Desktop Support Team, Outsourced) and provide first-level support to users (employees/outsourced employees).
‐ Secondary technical support and troubleshooting in the case of escalation from the helpdesk team
‐ Operation process management to the Helpdesk and information cooperation in the event of service changes (manual and FAQ preparation in cooperation with related departments)
‐ Information gathering and reporting support for incident management and quality improvement

【Selling Points of This Position】
‐ Diverse work experience with multiple internal / external stakeholders
‐ Direct and diverse work experience with Group HQ, including discussion, negotiation and relationship management
‐ In case of escalation, IT support and technical troubleshooting experience with individual users"

【Perspective of Future Career in this Position】
‐ Career possibility in leader roles in Employee Success Division
‐ Career possibility in other area in Technology

外資系大手保険会社にて、サービスデスク テクニカルリードを募集しています。

サービスデスク テクニカルリードとして、受信コールのレビュー、問題の特定と解決をご担当いただきます(月次平均問い合わせ数:1500-2000件程度)。


‐ ヘルプデスク業務:ヘルプデスクの管理(L1コールチーム、L2デスクトップサポートチーム、アウトソーシング)、ユーザー(従業員、契約社員)へのL1サポート提供
‐ ヘルプデスクチームからのエスカレーションの場合、セカンダリのテクニカルサポート提供、トラブルシューティング
‐ サービス変更のヘルプデスクへの運用プロセス管理及び情報共有(関連部門と協力して、マニュアルとFAQの準備
‐ インシデント管理と品質改善のための情報収集、報告サポート

‐ 複数の社内外のステークホルダーと関係を築く経験を積むことができます。
‐ グループHQと連携して、ディスカッション、交渉、関係管理などの経験を積むことができます。
‐ 個々のユーザーへのITサポート、テクニカルトラブルシュテーィングの経験を積むことができます。

‐ 従業員成功部門のリーダーの役割
‐ 他のテクノロジー部門のリーダーの役割

【会社概要 | Company Details】
A leading global insurance company with a talented group of professionals in the Japan office.

【就業時間 | Working Hours】
9:00 - 17:00(Mon - Fri)

【休日休暇 | Holidays】
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays

【待遇・福利厚生 | Services / Benefits】

各種社会保険完備(厚生年金保険、健康保険、労災保険、雇用保険)、 屋内原則禁煙(屋外に喫煙所あり)、 通勤交通費支給等

Social insurance, Transportation Fee, No smoking indoors allowed (Designated smoking area), etc.

Required Skills

‐ Experience in an IT related role across a variety of functions including project management
‐ IT Infrastructure service experience
‐ Experience providing client PC support
‐ ITIL Foundation Level Certification

‐ IT関連の経験、プロジェクトマネージメントの経験
‐ ITインフラサービスの経験
‐ PCサポートの経験
‐ ITILの資格

Preferred Skills

‐ Financial institution working experience
‐ Microsoft technical working experience

‐ 金融機関における経験
‐ Microsoft製品の経験