情報公開日：2021.01.27

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

2101-57085 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

SGD 3,200 ～ SGD 3,500

待遇

1 month contract completion bonus per year

就業時間

8am to 8pm

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
- Liaises with 3 rd parties for parts information and ETA’s (Estimated Time of Arrival) on parts arrivals where
required
- Escalates issues of concern to Team Leader/ Service Desk Manager
- Completes daily operational checklist and status of queues and daily performance monitor
- 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

- 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 (with JLPT N1 is a must)
- Minimum 2 years of working 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