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| Education | Not Mentioned |
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| EmploymentType | Full-time |
Discipline : Product ConsultingDescription:We are looking for experienced Bilingual/Japanese speaking Help Desk Analysts to provide L1 Support to Vitrana s customers. The Help Desk Analyst participates in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all reported problems are resolved in an accurate and timely manner.Responsibilities:First point of contact for providing support for specific customer IT applications and systems to internal end users.Provide accurate solutions to user problems to ensures user productivity.Respond to all calls received by the Help Desk (Phone, Email, Chat, Web) and ensures that each Help Desk call received is logged.Follows escalation processes and refers any time consuming and more difficult issues to the next corresponding support team member when appropriate.Inform users of any global problems or system outages.Always maintain a professional Help Desk image by being courteous and helpful.Enhance and develop quality support methods and communication skills through coaching and feedback.Assist in the resolution of user and support issues among customer sites to ensure timely distribution of knowledge and positive impact on customer satisfaction.Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.Applies knowledge of information systems and services to investigate and identify applications, systems and network problems. Uses tools, techniques and knowledge bases to resolve issues.Requirements:2-5 years of experience in providing First Line Helpdesk Support in rotational shiftsAbility to work changing shift patterns including weekends and holidays to support 24 7 servicesPrior experience supporting multiple system users in a large business environmentExcellent, clear, and concise English verbal and written communication skills used at all levels of businessKnowledge of relevant internal systems, software and hardware including but not limited to Jira, Kaseya, Oracle/SQLProven track record in adhering to and supporting change management initiativesAbility to multi-task and work on own initiative using a helpdesk system to work on requests based on priority and severityExcellent planning, organisational and time management skillsAbility to work under pressureTo for,
Keyskills :
information systemsbusiness intelligencemanagement consultingcustomer satisfactionHelp Desk Analysts