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グローバル IT ヘルプデスク スタッフ (東京 江東区勤務) / Global Information Technology Department Global Service Desk Analyst 【PATHWAYS / 外資系・レーザー機器】4.8M~

Job Title: グローバル IT ヘルプデスク スタッフ (東京 江東区勤務) / Global Information Technology Department Global Service Desk Analyst 【PATHWAYS / 外資系・レーザー機器】4.8M~
Location: Tokyo
Industry:
IT
Reference: 1500
Contact Name: Takashi Seta
Job Published: June 07, 2017 10:23

Job Description

Description

PATHWAYSを通じて、外資系大手のレーザー製品を扱う企業でのグローバル IT ヘルプデスク スタッフのポジションです。
3年以上のご経験をお持ちの方を求めております。

Global Information Technology Department
Global Service Desk Analyst

Description:Our client is seeking to fill an immediate opening for an IT Service Desk Analyst. The candidate will be required to provide remote support services to employees with information technology issues and requests involving PC, application or network services.
Major responsibilities include accepting and making phone calls to end users to provide support services, managing and maintaining incident information, routing service requests to the appropriate groups, and following up with IT teams to ensure service requests are being handled.
This person will work closely with other IT teams to ensure the highest levels of operational excellence.

Responsibilities:
- Respond to incoming IT Service Requests via phone, e-mail, self-service, or walk up requests
- Follow standard guidelines and procedures to resolve customer service requests, including:
- Clarify the customer’s needs by asking appropriate questions
- Set customer’s expectations
- Analyze the request based on set standards
- Provide a solution or workaround to the customer as available
- Clearly document all actions performed to resolve the service request in the IT Service Management System
- Escalate requests to IT leadership based on set standards

- Assist in development, documentation, and implementation of standard operating procedures and customer service guidelines relating to remote IT support
- Perform analysis, installation, maintenance and upgrade of Windows based OS and applications
- Actively participate as a Global IT member and participate on Global Projects when needed
- Provide after hours on call support on a rotation schedule with other staff members

Requirements

Requirements:
- +3 years’ service desk and/or desk-side support experience
- Has had experience working directly with customers, developing effective relationships, and is seen as a trustworthy associate with a high level of integrity
- Is an active listener, ensuring the customer’s needs are fully understood and documented effectively to ensure that the appropriate actions are taken to resolve the service request
- Ability to follow standard helpdesk procedures and quickly redirect problems to appropriate resources when needed

- Native Japanese and Good oral and written English communication skills; Capable of writing business correspondence and present information and respond to questions from internal and external customers using excellent communication and organization skills
- Good troubleshooting and problem solving skills, resiliency in the face of continual change, and ability to handle high demands
- Learns quickly on the fly when facing new problems; looks at both failures and successes to find opportunities to improve

- Experience with Windows Operating systems at the user level, including user and application installation and basic troubleshooting
- Basic understanding of Windows Active Directory Services
- MCP, A+ and Network+ certifications are highly desirable

Job details

Language requirement
Japanese (Native), English (Business)