Service Desk Specialist

Company Overview
Our client is specialized in the maintenance of IT Infrastructures globally. They provide a range of services from maintenance to recycling, secure data disposal, data center removal and relocation, library repair and IT hardware rental and financial solutions.

They offer services 24/7 to all customer sites worldwide to ensure business continuity and operational user quality, while remaining committed to protecting the environment and sustainable development. They provide 3/4 of their business services internationally and cover over 160 countries across the globe.

Job Description
ROLE SUMMARY
• Working within a busy Service Desk, the Service Desk Specialist is responsible of calls handling, following and driving the progresses from the case opening to its closure

ACCOUNTABILITIES
• Answer all incoming calls （within 5 rings） or external / internal customer emails reporting a support issue or service Request and determine the caller’s needs
• Logging Calls in the System with the all needed Information, Details, Categorizations and Priorities
• Assist the customers with the first incident qualification process by collecting the necessary logs that will be used by the Technical Team to determine an Action Plan. The logs collection tool is to be used to facilitate the task
• Responsible for escalating cases appropriately to L3 / Expert / Partner for further Analysis ＆ Support
• Communication with users – keeping them informed of incident progress, notifying them of impending changes or delays
• Answer all requests for action made by internal Service Desk. Coordinate both emergency and non－emergency response to calls for service and manage those responses through internal ticketing tool.
• Contact customers to confirm scheduled appointments and verify feedback when outages are reported fixed.
• Coordinate spares parts dispatch with local partner / Customer / internal logistic center
• Ensure constant up to date reporting about status of all calls through the relevant tools internally and to Customer
• Manage local buffer stock refill process with internal logistic team
• Assist customer service with escalated request in a timely manner.
• Record and remove from internal specific tool parts used by technicians / local partner
• Follow up on all pending and recommended work with customer using the pending work dashboard （Online Tool）
• Assist field personnel with completing scheduled appointments within designated time frames and ensure that management is kept informed of potential problems
• Closing all resolved Incidents and Service Requests
• Conducting customer/user satisfaction call－backs/surveys as agreed
• Updating the CMS under the direction and approval of Serive Desk Manager and reporting any incorrect Records to the appropriate Teams for Correction

Requirements
【必須（MUST）】

QUALIFICATIONS
• Degree in Computer Science, Management Information Systems or related fields or equivalent experience
• Experience in an IT service desk environment highly desired
• Excellent written and oral communication skills

EXPERIENCE, KNOWLEDGE, SKILLS
• Experience in an IT service desk environment highly desired
• First Level Support Experience
• Excellent written and verbal communication skills
• Analytical skills to understand ticket trends
• Familiarity with Knowledge Centered Service knowledge management

COMPETENCIES
• Excellent communication skills－written and verbal （technical ＆ non－technical team members, users, and business representatives of all levels）
• Teamwork: Seeks ideas and inputs of colleagues to make best use of team expertise and improve team performance. Shares knowledge and findings with others.
• Ability to work unsupervised, in teams and stand alone
• Commitment to see to completion activities.
• Positivity: Enthusiastic, with a positive 'can－do' attitude
• Analytic: Identify issues and takes a proactive approach to dealing with them.
• Ability to effectively prioritize and execute multiple competitor work streams in a high － pressure environment
• Flexible and adaptable in looks to learning and understanding new technologies
• Fluent in Japanese and English

Additional Job Information
WORKING CONDITION AND ENVIRONMENT
• Flexible working hours: rotating shift （including night and weekend）

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