Service Desk Agent

Key Responsibilities:

• Timely answer/receiving customer’s service requests and input them into the Ticket system.  

• Define the priority for service requests then assign them to Key engineers accordingly. 

• Ensure each case meets SLA and monitor our engineers to update the service status regularly. 

• Ensure engineers close case timely. 

• As for P1 and P2 case, send E-mail to the relevant Managers regularly. 

• Keep good communications with the customers, partners and engineers. 

• Make regular service reports on weekly, monthly basis 

• Sort out and update customers’ information. 

• Understand all customers’ SOW and SLA. 

• Arrangement preventive maintenance activity for customers. 

• Team Management and duty roster update. 

• Finish any other tasks assigned by Managers. 

Skills/Experience:

• At least 2 year working experience as Call centre agent, Desktop support, technical background on IT and network preferred. 

• Highly motivated self-starter; Good relationship; Good team player; Builder with strong diplomacy skills. 

• Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything they Do. 

• Excellent Language capability in English, Japanese 

• Must be willing to work on rotational shift with additional shift allowance provided.