Key Responsibilities

1. Serve as the initial point of contact for resolution of desktop/laptop/mobile or any internal IT related problems.
2. Troubleshoot research, diagnose, document, and resolve technical issues surrounding internal IT, applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone or remote desktop.
3. Document, track, resolve, and report on problems and work orders using ticketing system.
4. Modify/create and troubleshoot user accounts via Active Directory, submit changes to file management and peripheral devices via ticket system, escalate incidents, and provide direct support to customers.
5. Technical expertise in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
6. Transition Management and IT Service Management (ITSM / ITIL)
7. Operations responsibilities, Process Improvement, Continues improvement, ensuring smooth operations
8. Process and Procedures
9. Responsible to compile KPI documents and present it to the reporting manager
10. Understand customer expectation and design a service solution accordingly
11. Maintain good documentation on customer initiated procedures and ensure operations team is compliant with the processes
12. To perform other miscellaneous job-related tasks as assigned
13. Must be flexible enough to act at when the Operators are busy or absent Must be aware the capabilities of each OP and guide them accordingly
14. Must be aware the capabilities of each OP and guide them accordingly

MANDATORY SKILLS

1. Degree in IT field with min 5 years of working experience
2. Minimum 2 years’ experience as call center operator.
3. Excellent communication skills in Japanese and good in English (Oral and Written)
4. Experience in network engineering or related experiences would be is added advantage.
5. Willing to work on flexible working hours
6. Proficient in Microsoft office tools and applications and remote support
7. Supervisory skills are added merit.
8. Highly self-motivated and directed, with keen attention to detail.
9. Telephone answering skills and business etiquette as a general call center operator
10. IT networking and Windows skills
11. Ability to create basic documents required for the log record and e-mail
12. Must meets the minimum skill for each responsible tasks at help desk
13. Ability to control the operators as the leader of the team
14. Must possess general ICT skills and the ability to practice the same in operation