Service desk/ Technical Support Analyst

Salary 50000 - 60000 SGD
Number of positions to fill : 1
Reference number : 8829

Employment terms
Permanent
Length of employment
Permanent
Employment date
2018-11-22
Location
Singapore
Education
Degree
Years exp required
2
Skills
helpdesk, BMC remedy, helpdesk

Description



We are looking for Service desk/ Technical Support Analyst for one of our leading client in Singapore

Job Role of Level 1 Service Desk Agent (Japanese Speaking)

  • Manages a queue of incident and planned service requests in BMC Service Desk Express.
  • Monitors IPCC queues and ensuring that each call receives appropriate attention.
  • Assigns service request to helpdesk/dispatch engineer based on priority, skills, availability and business rules.
  • Liaises with helpdesk/dispatch engineer on an on-going basis to check status of incident.
  • Contacts priority users to let them know of status of response.
  • Reassigns resources where incident priority dictates the need.
  • Act as the authorized agent on behalf of client for 3rd party maintenance and support agreements.
  • Perform vendor call-out for support during incidents, where required.
  • Track vendor service level achievement and report to client.
  • Escalates issues of concern to Team Leader/ Operation Manager.
  • Completes daily operational checklist and status of queues and daily performance monitor.
  • Perform handover and takeover of duties.
  • Provide first level diagnosis according to procedures and work-instruction.
  • Maintaining helpdesk SLO in terms of call handling.
  • Ensure calls, incident handling and follow-up meet service level objectives.
  • To be familiar with processes and business rules.
  • Faster response to user queries – sense of urgency.
  • Should be aware of IT security policy and procedure, and implement the same in his day to day activities.

Qualifications

  • Fluent level of Japanese (JLPT1 level is required for non-native candidate) and English.
  • Bachelor degree in data communications, computer networking or relevant discipline.
  • Minimum 5 to 8 years of working experience in IT call center environment with management skills.
  • Relevant professional certifications are highly desirable.


Interested, please send over your resume to recruitment at aryansearch dot com or call Ahsan at 65 67087429 Ext 219 for a confidential discussion.

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