Service Desk Analyst

2 weeks ago

Taguig, National Capital Region, Philippines DXC Technology Full time

Job Description:

KEY RESPONSIBILITIES

  • First-Level Support: Respond to incoming IT support requests via phone, email, or chat in a timely and professional manner, primarily in Korean, and ensure proper documentation of incidents.
  • Problem Resolution: Diagnose and troubleshoot hardware, software, and network issues, aiming to resolve Level 1 issues independently and escalate more complex problems to Level 2 support as needed.
  • Incident Tracking: Use a ticketing system to log and track incidents and service requests, ensuring accurate and detailed records of all support interactions.
  • Client Communication: Maintain a courteous and helpful attitude while assisting clients, ensuring clear and effective communication, and providing status updates on incident resolution.
  • Knowledge Base: Contribute to the development and maintenance of a knowledge base, including creating documentation and frequently asked questions to help users resolve common issues independently.
  • Team Collaboration: Collaborate with Level 2 and Level 3 support teams to facilitate incident resolution and participate in team meetings to share knowledge and best practices.
  • User Training: Assist in educating clients on basic IT procedures and best practices to help prevent recurring issues.

QUALIFICATIONS

  • Fluent in Japanese and English (both written and spoken).
  • Graduate of bachelor's degree. A degree in IT ore related field is a plus.
  • Previous experience in a customer service or technical support role is a plus.
  • Strong problem-solving skills and a commitment to customer satisfaction.
  • Basic understanding of IT concepts and technologies.
  • Excellent communication and interpersonal skills.
  • Attention to detail and a methodical approach to troubleshooting.
  • Ability to work in a fast-paced, dynamic environment.

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