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情報公開日:2019.11.07

Level 1 Service Desk Agent (Japanese Speaking)[2 year contract]

Level 1 Service Desk Agent (Japanese Speaking)[2 year contract]

  • IT・通信
  • カスタマーサービス
求人番号
1911-54526 気になる
雇用形態
契約社員
業種
IT・通信
職種

カスタマーサービス

給与
S$3,000 ~ S$4,000
待遇
1 month contract completion bonus per year
就業時間
Mon - Wed: 8am - 6pm, Thu - Fri: 8am - 5pm
勤務日
Work 4 days and Rest 4 days
概要
Global leader in the provision and management of specialist IT infrastructure solutions and services
求人内容
• Manages a queue of incident and planned service requests in BMC Service Desk Express.
• Monitors IPCC queues and ensuring that each call receives appropriate attention.
• Assigns service request to helpdesk/dispatch engineer based on priority, skills, availability and business rules.
• Liaises with helpdesk/dispatch engineer on an on-going basis to check status of incident.
• Contacts priority users to let them know of status of response.
• Reassigns resources where incident priority dictates the need.
• Act as the authorized agent on behalf of client for 3rd party maintenance and support agreements.
• Perform vendor call-out for support during incidents, where required.
• Track vendor service level achievement and report to client.
• Escalates issues of concern to Team Leader/ Operation Manager.
• Completes daily operational checklist and status of queues and daily performance monitor.
• Perform handover and takeover of duties.
• Provide first level diagnosis according to procedures and work-instruction.
• Maintaining helpdesk SLO in terms of call handling.
• Ensure calls, incident handling and follow-up meet service level objectives.
• To be familiar with processes and business rules.
• Faster response to user queries – sense of urgency.
• Should be aware of IT security policy and procedure, and implement the same in his day to day activities.
• Any ad-hoc duties assigned

• 顧客からの電話対応
• 顧客からの問い合わせに対する一次対応
• 顧客待機時間が長くなってしまっている回線が無いかの確認
• 問い合わせ内容に応じたスキルを持つ、他のヘルプデスク・エンジニア等への回線接続
• ベンダーとの連絡・連携
• その他関連業務
応募資格
[MUST]
-Proficiency in Japanese is required in order to liaise with external party who speaks Japanese
-Experience in IT call center environment with management skills.

[ADVANTAGE]
-Relevant professional certifications are highly desirable.

[必須条件]
- IT業界でのカスタマーサービス経験者

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