Service Desk Analyst

3日前

Tokyo IFS Full time

Job Description

Overview

The Service Desk Analyst manages the full lifecycle of all cases which relate to the provision of support, maintenance and cloud service activities for commercial IFS customers. The Service Desk Analyst therefore plays a critical role in forming customers' perceptions of IFS and our services. Sitting within Unified Support Service Operations, they are also the initial point of contact for all case escalations and any emergency assistance requested via phone, email and the IFS Service Center.

The ideal candidate is a clear and concise communicator, problem solver, quick learner and has a drive to deliver outstanding customer experience to our customers with every engagement they make.

Duties & Accountabilities

  • Operational Duties
  • Triage and validation of new incoming cases
  • Provide Japanese translation services within the Service Desk team, facilitating communication between English-speaking case resolvers and Japanese-speaking customers
  • Providing first contact resolution using your own experiences, skills, knowledge, and any other accessible resources available to you
  • Identify knowledge gaps and drive the creation of new KBAs through the resolver groups to enable more first-contact resolution opportunities
  • Where a first-contact resolution is not possible, route cases to appropriate resolver groups
  • Receive and process all case escalation requests made via phone, email and the IFS Service Center
  • Customer bridge call initiation and introductions for P1/P2 case escalations on behalf of the resolver
  • Case co-ordination and communications for P1 situations on behalf of the resolver
  • Cross case co-ordination, event bridge management and customer communications for Major Incident situations
  • Receive and process all case priority change requests
  • Manage case resolution rejections by customers, when it is required to re-engage the resolvers
  • Manage reminders for customers where they need more time to complete their actions
  • Monitor resolver group responses and resolution actions to ensure SLA/KPI adherence on all in scope cases
  • Monitor the quality of case progress updates by both the service desk and the resolver groups to ensure quality of communication is assured
  • Single point of contact to create/update cases where customers interact with IFS via the phone as part of the heritage P1 emergency support service

    • Qualifications

    To be successful in the role, you will:

  • Be fluent at interpersonal and communication skills in the English language and Japanese language, both written and verbal skills being essential to the success of this role
  • Be an effective collaborator with others regardless of function
  • Be accepting of responsibility, accountability, and ownership
  • Be committed to delivering on deadlines and other targets
  • Have a strong ability to be pragmatic, structured, forward-thinking, and dependable
  • Be calm under pressure
  • Act by example and set the tone
  • Understanding other parties' needs and balance stakeholders
  • Manage own time efficiently and effectively
  • Be able to bring individuals across resolver groups together to deliver a delightful customer experience
  • Be flexible to work to deadlines and needs of the role
  • Have problem-solving skills and the ability to change approach based on information gathered during the process
  • Have strong organizational skills and ability to multi-task
  • Have an ability to negotiate with a possibly unfriendly customer to reach mutually acceptable results
  • Have a natural ability to live the IFS Corporate values of Agile, Collaborative, Trustworthy

    • Qualifications & Experience

  • Degree in IT, Business Management or related discipline
  • At least two years' experience in enterprise or cloud service delivery
  • ITIL v3/4 certification will be of major benefit
  • Experience using ServiceNow or a competing service desk product operated to ITIL convention
  • Experience of working in a modern knowledge management tool with KCS practices such as ServiceNow, Confluence
  • Experience of working in a service desk environment
  • Customer service experience

    • Technical Skills

  • Basic desktop user IT skills
  • Basic understanding of ITSM or ITIL
  • The ability to understand and follow technical documentation such as Standard Operating Procedures and FAQs written in English

    • Working Environment

  • Standard working hours.
  • But this role may be part of an on-call rota in the future, for an extra allowance.
  • The role includes hybrid working as part of its role.

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