Skillhouse Internal Career Opportunity
Service Desk Agent L1
Position Title:
Service Desk Agent L1
Employment Type:
Permanent
Working Hours:
English Level - High Intermediate (TOEIC 730),Japanese Level - High Intermediate (JLPT Level 2)
Salary
Description
A Global IT service firm is looking for a Service Desk Agent (L1). This role will be the first point of contact to internal users through calls, chats and web tickets within the company.
Responsibilities:
- Achieve First Call Resolution: Resolve inquiries on the first call by following SOPs and using the knowledge base
- Effective Communication and Documentation: Communicate clearly with customers and document troubleshooting steps in Service Now
- Customer Satisfaction: Actively resolve issues to ensure customer satisfaction; escalate and follow up on unresolved tickets
- Collaboration and Knowledge Sharing: Work with cross-functional teams to resolve issues and contribute to updating the knowledge base
- Process and Continuous Learning: Learn Service Delivery (SD) processes, participate in Incident and Problem Management, and manage tickets from logging to closure
Required Skills
- +2 years of experience in IT troubleshooting – IT helpdesk or service desk
- Decent Knowledge in AD, Office 365, SharePoint, SNOW, Intune, Mobility Apps, Network connectivity, VPN, Etc.
- Bachelor Degree in any field
- Exceptional oral and written communication skills
- Ability to work independently, multi-task, and take ownership of various parts of a Project
Why should you apply:
- Fantastic opportunity to advance your career at a global firm that prizes bilingual IT talent.
- Serving clients in 175+ cities across 6 continents, we help customers do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of services and vertically aligned business model.
Company Details:
An IT Vendor company headquartered in India, since its entry into the Japanese market in 1998, it has earned the trust of the industry by providing IT services tailored to customer needs while adhering to the strict quality standards and deadlines of Japanese companies. In recent years, this leading IT services company has been focusing on the development of telemedicine and connected cars using IoT and AI technologies.
Working Hours: 9:00 - 18:00 (Mon-Fri)
Working Style: e.g Hybrid (2-3 days of remote work allowed)
Holidays: Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
Services/Benefits: Salary/performance review, Quarterly bonus, Paid holidays, Childcare/bereavement leave, Mobility to work at other clients, Internal promotions, Company laptop provided
Interview Process: 3 rounds