Job Description
Overview: The Service Desk Analyst handles all cases related to support, maintenance, and cloud services for commercial IFS customers. This role is crucial in shaping customers' perception of IFS and its services. Situated within Unified Support Service Operations, the Service Desk Analyst is the primary contact for case escalations and emergency assistance via phone, email, and the IFS Service Center.
The ideal candidate is a clear and concise communicator, problem solver, quick learner, and focuses on providing exceptional customer experience in each customer interaction.
Duties & Accountabilities:
- Triage and validate new cases
- Provide Japanese translation services within the team
- Resolve cases using available resources
- Identify knowledge gaps and promote creation of new KBAs
- Route cases to appropriate resolver groups
- Process case escalations and priority changes
- Manage customer interactions for different case situations
- Monitor resolver responses and case progress updates
- Act as a single point of contact for emergency support services
Qualifications:
To succeed in this role, you should:
- Be proficient in English and Japanese languages
- Collaborate effectively with others
- Demonstrate responsibility, accountability, and meeting deadlines
- Exhibit strong organizational and problem-solving skills
- Remain calm under pressure and lead by example
- Manage time efficiently and engage stakeholders effectively
- Adapt communication style as needed
- Uphold IFS Corporate values
Qualifications & Experience:
- Degree in IT, Business Management, or related field
- Minimum two years' experience in enterprise or cloud services
- ITIL v3/4 certification preferred
- Familiarity with ServiceNow or similar service desk tool
- Proficiency in knowledge management tools and service desk operations
Technical Skills:
- Basic IT user skills
- Understanding of ITSM and ITIL
- Ability to follow technical documentation in English
Working Environment:
- Standard working hours with remote and flexible work options
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