Service Desk Operator

Job Description

• Provide excellent customer service by responding promptly to inquiries, resolving issues efficiently, and maintaining a positive attitude.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity. (Level 1 support)
• Incident management in logging, tracking and escalating incidents in ticketing system, ensuring timely resolution and follow-up
• Identify and escalate complex issues that were not able to resolve at level 1, to next level support team when necessary
• Contribute and maintain a knowledge base of frequently asked questions and solutions.
• Vendor coordination for customer onsite support when necessary
• Adhere to data center routine and security procedures
• Working in a rotating shift schedule to ensure 24x7 coverage

Requirement

• Customer service orientation and interpersonal skills
• Excellent verbal and written communication skills
• Knowledge of IT infrastructure and networking concepts
• Good technical aptitude and problem-solving skill
• Ability to work independently and as part of a team

Added Advantage

• ITIL 4 certification
• CCNA certification
• Experience with Cyber Security
• Experience with service desk ticketing systems or monitoring tools.
• Experience with cloud technologies
• Knowledge of Japanese language to communicate & support business operations in the Japan market.