Information Technology Service Desk

Responsibilities:· Handle calls, emails, & Web tickets (daily)· Address technical queries and fix or log them appropriately accurately· Escalate queries when required to appropriate personnel· Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5 TL SDM as appropriate (Outage confirmation)· Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures· Ensure Follow up mechanism is in place targeting customer’s issue resolution in an optimized manner enhancing Customer Delight· Ensure consistent productivity and quality of service· Meet SLAs and individual KPIs· Assist Operation Support System (OSS) with problem determination & handle any Severity 1 & 2’s appropriately· Should manifest flexibility to support operational requirements· Maintain highest level of ethical work standards and be compliant with Organization & Project policies & procedures· Shift timing is 9 hours which includes one hour break---Key Experiences And Skills Required:· 1–2 years of overall experience in IT troubleshooting – IT helpdesk or service deskexperience is mandatory· Bachelor Degree· Excellent analytical problem solving and critical thinking skills· Exceptional oral and written communication skills· Ability to work independently, multi-task, and take ownership of various parts of a Project or Initiative· Japanese Language (N2 or N1) is mandatory along with English speaking & writing ability