Job Description

Job Summary

The Analyst in Support & Operations plays a crucial role in delivering high-quality Level 1 remote desktop support. This role is essential for ensuring that customer issues are resolved promptly and effectively, contributing to overall customer satisfaction and operational efficiency. The Analyst must leverage their proficiency in Japanese and English to facilitate communication and support, while adhering to the organization's service level agreements (SLAs) and quality standards.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Through Telephone, Email, And Chat Communication In Both Japanese And English, Ensuring Adherence To Sla For Ticket Volume And Resolution Time.
2. Maintain High-Quality Standards By Demonstrating Excellent Voice And Accent Communication Skills While Following Regulatory Requirements And Company Policies During Customer Interactions.
3. Enhance Customer Experience By Striving For First Call Resolution And Minimizing Average Handling Time (Aht), Effectively Managing Rejected Resolutions And Reopened Cases.
4. Ensure High Login Efficiency And Availability For Customers By Actively Monitoring And Managing Support Queues.
5. Update Worklogs Accurately And Follow The Shift Escalation Process To Escalate Complex Issues To Appropriate Support Specialists Or Route Problems To 2Nd And 3Rd Level It Support Staff As Necessary.
6. Engage In Value-Adding Activities Such As Updating The Knowledge Base And Pursuing Self-Development Opportunities To Improve Technical Skills And Service Delivery.

Skill Requirements

1. Proficiency In Japanese And English For Effective Communication With Customers.
2. Basic Knowledge Of Windows Operating Systems And Troubleshooting Techniques.
3. Familiarity With Remote Desktop Support Tools And Ticketing Systems.
4. Understanding Of Service Level Agreements (Slas) And Customer Service Best Practices.

Other Requirements

1. Optional: Itil Foundation Certification For Improved Understanding Of It Service Management Principles