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Japanese Service Desk Professionals

at Dencom Consultancy & Manpower Services in Metro Manila
Published at Nov 07, 2012

Headcount: 4
Salary Range: Open to negotiate
Location: Makati

Qualification:
Excellent oral and written communication skills in English and NIHONGO
Solid work experience in the BPO industry handling Technical Support or Customer Service for global/ multinational clients.
Knowledgeable in technical troubleshooting specifically in Windows, Microsoft, or other related technologies or ERPs.
Willing to work on client dictated schedules (shifting schedule: day, mid or night)
Willing to work on the client's site – MAKATI

JOB PURPOSE
• To use specialized tools, techniques, and procedures to identify and understand various problems and to select appropriate actions to resolve.
• To perform problem determination utilizing maintenance packages, diagnostics, reference documentation, service aids and other tools. To use Knowledge Based Systems (KBS), other computer-based applications, and other available resources to effect problem determination and resolution.
• Seeks and exchanges technical and general business information, ideas, and concepts with customers using in-depth listening, questioning, and clarification skills that support complete delivery of information and verification of comprehension.
• Makes creative recommendations for improving the processes, procedures, and tools used for problem determination and resolution. Develops, refines, and/or updates KBS content as appropriate.

JOB Description
• Maintains businesslike communications, conduct, and appearance, and otherwise demonstrates courteous, positive, and professional behaviours at all times.
• Provides technical guidance and assistance to other team members on more complex issues.
• Second tier resource for daily procedures, ensures all network, systems and database resources are available and functioning.
• To ensure all calls to the Service Desk are dealt with effectively and efficiently
• To ensure that all incoming IT support calls are recorded accurately.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

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Published at Nov 07, 2012
Viewed: 3307 times