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Japanese Bilingual Service Desk Agent

2 weeks ago

Cadiz Western Visayas, Philippines Fujitsu Full time ₱250,000 - ₱500,000 per year

Job description:

Role Purpose:

To serve as the primary point of contact for users, efficiently managing routine and non-routine IT incidents, problems, and service requests, providing effective first-level support to ensure minimal disruption to business operations.

Key Responsibilities:

  • Incident Management:

  • Provide first-level technical support for IT incidents, troubleshooting and resolving common issues related to hardware, software, and network connectivity.

  • Log, categorize, prioritize, and track incidents in the service management system, ensuring accurate and timely updates.
  • Escalate complex or unresolved incidents to appropriate second-level support teams, providing detailed information for efficient resolution.

  • Follow established incident management processes and procedures to ensure consistent and effective service delivery.

  • Problem Management:

  • Identify and document recurring incidents to identify underlying problems.

  • Contribute to the problem management process by providing information and insights to facilitate root cause analysis.

  • Service Request Fulfillment:

  • Process and fulfill standard service requests, such as password resets, software installations, and account creation/modification.

  • Ensure timely and accurate completion of service requests, adhering to established service level agreements (SLAs).

  • Communication and Customer Service:

  • Provide excellent customer service to all users, communicating clearly and professionally via phone, email, and other communication channels.

  • Actively listen to users, understand their needs, and provide appropriate solutions or guidance.
  • Maintain a positive and empathetic approach, even in challenging situations.

  • Keep users informed of the status of their incidents and requests.

  • Knowledge Management:

  • Document solutions to common issues and contribute to the knowledge base to improve first-call resolution rates.

  • Stay up-to-date with relevant technical knowledge and best practices.

  • Teamwork and Collaboration:

  • Collaborate effectively with other team members and support teams to ensure seamless service delivery.

  • Share knowledge and expertise with colleagues to improve overall team performance.

  • Performance Monitoring and Reporting:

  • Monitor personal performance against key metrics and SLAs.

  • Contribute to regular reporting and analysis of service desk performance.

  • Perform other task in relation to the role as assigned by one's superior or by the organization.