Service desk/ Technical Support Analyst
Salary 50000 - 60000 SGD
Number of positions to fill : 1
Reference number : 8829
Length of employment
helpdesk, BMC remedy, helpdesk
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.
- 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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