Service Desk Analyst with JLPT N3 certification

• • Education

                College degree or 2 years of experience in an IT service desk environment.

   

  • Certifications

                ITIL Foundation Certification (preferred).

   

  • Work Experience

                Experience supporting customer incidents, requests, and problems in an IT environment.

                Prior IT Service Desk experience preferred.

   

  • Specialized Knowledge, Skills, and Abilities
  • Excellent customer service and communication skills (written & verbal) both in English and Japanese
  • Japanese proficiency level of JPLT N3 or above
  • Knowledge of MS Windows, MS Office, and ServiceNow.
  • Ability to prioritize and multitask effectively in a high-paced environment.
  • Strong problem-solving skills and ability to work within defined methodologies.
  • Ability to work independently and in a team-oriented environment.

Shift timing

Shift India (IST) 1 6:30 pm – 3:30 am 2 2:30 am – 11:30 am 3 10:30 am – 7:30 pm

 

 

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Qualifications

• Work with the Operations Management team, ensuring Engineers and Architects have the proper skills and experiences to support Managed Services
  customers.
• Manage escalation bridges for major incidents or problems for Managed Services customers.
• Create and present Root Cause Analysis for all major Incidents and problems.
• Generate Managed Services reporting and Key Performance Indicators (e.g. MTTR).
• Learn, follow, and improve processes and compliance functions.
• Create and update documentation including Standard Operating Processes and Procedures.
• Perform training for new employees.
• An ability to perform monthly or bi-monthly rotational shift work (Japan Time, Japan Time +8, and Japan Time +16)
• Integrate with Managed Services teams and Managed Services customers. Specifically, you will collaborate, coordinate, and communicate with your peer Customer Service Managers, Engineers, Architects, Service Desk Representatives, as well as customer executives and supporting team members.
• Act as the escalation point for all Managed Services operational requests and issues.
• Provide operational oversight to Managed Services customers.
• Be customer-facing for daily operations.
• Attend all internal and external meetings related to assigned customers.
• Participate in onboarding new customers to operational readiness.
• Have demonstrative experiences with ITIL Service Management practices, including Incident, Change Enablement, Service Request, Major Incident
  Management, Problem Management, Knowledge Management, and Asset Management.
• Own the delivery of managed services and are responsible for the health of the services, independently of which department or group within WWT or an OEM the services are sourced.
• Demonstrate extreme ownership for customers.
• Learn to navigate the organization quickly and effectively.
• Review all incidents, major incidents, changes, requests, problems, and all Managed Services monitoring tools for assigned customers daily, with a heavy focus on ticket and process quality.
• Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned customers.
• Must be able to anticipate, remediate, and report risks.
• You must act with a problem-solving mindset.
• Prepare and conduct weekly, monthly, and quarterly operations meetings for all assigned Managed Service customers.
• Build, develop, and maintain OEM and Vendor relationships.