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 desk
experience 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
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