L1 Service Desk [Contract] [Financial client] Tokyo

• Job Description:

Work Location: Onsite

Roles & Responsibilities:

• The L1 Service Desk is the single point of contact (SPOC) for receiving inquires regardless of the channel (phone, web, email, software-generated events, alerts, and ServiceNow Requests), addressing questions, registering service complaints, requesting applicable services or changes to services.
• Provide basic troubleshooting and guidance to Authorized Users to resolve their issue or request from the first point of contact.
• Resolving issues and tracking to closure issues that require escalation beyond the Service Desk for client business and authorized users.
• The primary purpose of the CSC is to address inquiries by users and restore normal service to users and the associated secure data files as quickly as possible and escalate and report situations as required.
• Submit IT events, for items not included in the service catalogue including complaints regarding the quality of IT services.
• Submit Service Requests for items within either a service catalogue or other applicable mechanisms.
• Receiving and collecting information from other IT services regarding resolution status and other activities that may impact or have already impacted.
• Answering and resolving IT events and performing Service Requests that can be performed by the Service Desk, and, for those IT events or Service Requests that cannot be fully resolved by Service Desk, transferring responsibility for resolution of IT events.
• Maintaining knowledge repository so that incident and request can be resolved by Service Desk without the need of additional assistance.
• Provide a report and measure the SLA for for the Service Desk metrics e.g., call statistics, call durations, call abandonment, assistance resolution rates) and CSAT.
• Service Desk will be providing by Level 1 and Level 2 Support
• Analyze the CSAT survey and implement the improvements.
• Provide support for SecurID Administration requests from External Authorized Users, external clients globally, in North America and Europe.

• Skill Description:

Essential:

• Minimum 3+ Years in Service Desk Role,
• Professional proficiency in English,
• Professional proficiency in Chinese (Mandarin and Cantonese) and Japanese is required to support Users in China and Japan,
• RSA SecurIDs, monitoring of infra using the required alerting tools.
• Conduct basic and advanced troubleshooting to resolve common problems or service requests,
• Gather Authorized User information to determine the level of support required and route via the defined escalation process,
• ITIL Knowledge,
• Handling incidents and requests via Service Now Tool.

Preferred

• Customer service skills.
• Experience using help desk call managements system
• Ability to diagnose an issue while on the phone with the customer to full resolution and understand when an issue should be escalated.
• Ability to work in an organized way to tight timescales in a pressured environment
• Professional proficiency in English.
• Professional proficiency in Chinese (Mandarin and Cantonese) is plus  and Japanese is required to support Users in China and Japan.
• Experience of managing vendor operational support teams.
• Experience of managing relationships with internal business customers.

Additional Skills:

• Excellent customer interfacing skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and outstanding analytical and Problem-solving skills.
• Ability to work in cross cultural teams and different geographical time zones.