Service Desk Agent

1ヶ月前


Osaka, Osaka Cognizant

Service Desk
Agent
Work location:
100% onsite at Cognizant Tokyo office

  • 1 min walk from Hanzomon station
  • 4 min walk from Kojimachi station

Language Requirement

  • Business level English and Japanese (N1 – N2 level)

Responsibilities

  • Manage a team of service desk executives to ensure prompt responses to inquiries, incidents, and service requests across phone, email, and ticketing systems.
  • Assess, diagnose, and resolve or escalate technical issues (hardware, software, network).
  • Develop, maintain, and enforce SOPs and troubleshooting guidelines.
  • Provide excellent customer service through mentorship, guiding the team in addressing queries professionally.
  • Ensure all actions are documented in the ticketing system for reporting and records.
  • Prioritize and oversee ticket management to meet SLAs and resolution targets.
  • Collaborate with internal IT teams, vendors, and third-party providers for enhanced service delivery.
  • Communicate effectively with end-users regarding updates and escalations.
  • Lead user training sessions and create self-help resources to enhance IT literacy.
  • Foster continuous learning within the team and stay updated on emerging technologies.

Requirements

  • Experience: 4–5 years in an IT service desk management role.
  • Education: Bachelor's degree in IT, Computer Science, or related field (preferred).
  • Skills:

  • Proficiency with ticketing systems, remote support tools, and ITIL framework.

  • Strong communication skills for conveying technical details to non-technical users.
  • Proven leadership experience in managing large teams, focusing on customer satisfaction.
  • Ability to manage multiple tasks in a high-paced environment.
  • Leadership qualities to coach, mentor, and motivate the team.
  • Flexibility to work in rotational shifts.


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