Service Desk Agent L1

Appealing Points:

• Opportunity to work in a global IT support environment (Japan, Poland, China) utilizing native-level Japanese and business-level English
• Comprehensive onboarding training and knowledge base support enable continuous learning and skill development
• Hands-on experience with SLA-driven support, incident management, and remote troubleshooting to build strong technical and problem-solving expertise

Annual Salary : 4 Million Yen and above

Job Description:

• The L1 support agents/leads must have basic IT skills along with strong communication (verbal & oral) skills, at Native level Japanese and business level English. Selected Agents will be tailored to client expectations, environment, processes, IT and business knowledge, after the onboarding mandatory training.
• Shift Lead need to handle all users' issues and service requests based on the guidance within agreed SLA. Able to answer all contacts efficiently in a professional and courteous manner in the requested languages. Agents able to provide on call support for the Japan based customer, end-users. The global model will leverage chatbot as 1st line of interaction for all users, with L1 agents providing interaction (via hubs in Poland, China & Japan).

Job Responsibilities:

• Provide support via telephone, email, and chat for customer end users.
• Route problems to internal 2nd and 3rd level IT support staff.
• Use the Incident Management System to document and manage problems and work requests, including their respective resolutions and circumventions.
• Respond to telephone calls, emails, instant messages, and assigned tickets from users.
• Assign work orders/incidents to the appropriate support teams and follow up until closure.
• Provide Level 1 remote desktop support and perform other activities based on SOPs and KBs.
• Perform user account management activities.
• Escalate complex problems to the appropriate support specialists.
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate, and prioritize customer problems and complaints.
• Train users and operators on a limited basis and/or write training procedures, as required.
• Participate in ongoing training and departmental development.
• Perform routine maintenance updates with other IT staff and business units.
• Provide all required documentation, including standards, configurations, and diagrams.
• Provide knowledge transfer of EUC operations.
• Maintain high login efficiency (availability) for customers.
• Provide Level 1 remote desktop support to resolve tickets or provide hardware, software, or network problem diagnosis/resolution via telephone, email, or chat within the agreed SLA for ticket volume and resolution time.
• Update worklogs and follow the shift or escalation process to escalate complex problems to appropriate support specialists or route problems to 2nd and 3rd level IT support staff, as applicable.
• Work on value-adding activities such as Knowledge Base updates and self-development.
• Adhere to quality standards, including voice and accent and technical monitoring, as well as regulatory requirements and company policies.
• Ensure a positive customer experience and CSAT through First Call Resolution (FCR), minimum Average Handling Time (AHT), reduced rejected resolutions, and minimized reopened cases.
• Ticket Resolution Quality:
• Maintain ticket resolution quality by following the below criteria:
• SLA metrics, including MTTA, MTTT, and MTTR.
• Ticket quality checks based on 12 criteria.
• Reopen rate.
• Ability to resolve tickets in the L1 queue.
• Ticket accuracy, ensuring the agent addresses the issue and performs quality troubleshooting steps to resolve it as quickly as possible.
• Knowledge Management & Team Collaboration:
• Update the Knowledge Base from time to time with defined processes.
• Monitor the queue to maintain all SLAs.
• Be a team player who proactively shares information through handovers, trackers, emails, etc.
• Proactively report important events to all stakeholders.

Job Qualifications & Experience:

• Experience in handling the relevant Operating Systems and Applications
• Experience working as a customer service agent.
• Team player with a problem-solving attitude and efficient task management skills
• Experience applying appropriate solutions according to the incident management process.
• Knowledge Management, incident Management, Service Now tool experiences are plus.

Language & Communication Skills:
Native-level Or N1 level in Japanese and Business level English

Company Benifits:

Service Window: (8X5 Shift) Shift on Weekends & National Holidays with Compensatory off.
Weekdays: 7:00 ~ 22:00 JST (9 hours shift, including 1 hour break)
Weekends: 8:30 ~ 22:00 JST

About Company:

This company is one of the largest IT consulting companies in Europe, with more than 200,000 employees based in locations in over 40 countries.

As a global leader in consulting, technology services and digital transformation, they were established in 2013 as a Japanese corporation of the world's leading IT consulting company at the forefront of innovation, and they offer a wide range of integrated services with the highest level of technology and abundant expertise.

. Skillset Required: IT skills, Communication, Native-level Japanese, Business-level English, SLA-driven support, Incident management, Remote troubleshooting, Telephone support, Email support, Chat support, Problem routing, Incident Management System, Remote desktop support, User account management, Problem escalation, Client software troubleshooting, Network connectivity troubleshooting, Problem prioritization, User training, Training procedure writing, Routine maintenance, Documentation, Knowledge transfer, Login efficiency, Ticket resolution, Ticket quality checks, Knowledge Base updates, Team collaboration, Task management, Problem-solving attitude, Incident management process, Service Now tool