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Service Desk SME

年収:800万 ~ 1000万

ヘッドハンター案件

部署・役職名 Service Desk SME
職種
業種
勤務地
仕事内容 Subject Matter Expert - SME

Role purpose: Act as a Floor Support to Team members and assist and help them in all queries. Train new recruits and existing team on new updates

• IT Service Desk experience 2-5yrs
• ITIL v3 Foundation trained or certified
• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
• Understanding of Windows 7 & 10 operating system - knowledge of MAC OS will be an advantage
• Assisting with configuring/troubleshooting of Software and Hardware
• Experience working with ServiceNow to log, track, close tickets
• Provide an excellent level of customer service and professional communication

Main responsibilities
• Training the L0 and L1 team on the processes /frequently occurring errors and fixes
• Floor walk and support to L1/1.5 team on incident, Service request queries
• Identify How-to issues in existing tickets and develop KBs for resolution of tickets at Service Desk level. And timely reviews and updates to KEDB’s
• Follow-up with resolver groups on high priority or high ageing tickets
• Ticket re-assignment to PRG's if ticket unresolved by L2 (wherever applicable)
• Prepare Incident/SR MIS as per project requirements.
• Creating a Problem ticket based on the trend of calls / ticket.
• Routing the Problem ticket to the appropriate PRG
• Email/Web Tickets assignment to the team members
• Recording/Updating the Outage / bulletin message in ITSM Tool/ ACD based on the status update received by the PRG
• Training the L1 team on the processes /frequently occurring errors and fixes
• Responsible for drivingSubject Matter Expert - SME
Language: Proficient in English (Read + Write + Speak) mandatory and Japanese
Non-Native Level: Mandatory JPLT N1 ONLY and Minimum 2-5 years working for a voice Support for a Japanese customer.
Equivalent test of spoken and written Japanese and technical IT specific knowledge in both Japanese and English

Role purpose: Act as a Floor Support to Team members and assist and help them in all queries. Train new recruits and existing team on new updates
応募資格

【歓迎(WANT)】

• IT Service Desk experience 2-5yrs
• ITIL v3 Foundation trained or certified
• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
• Understanding of Windows 7 & 10 operating system - knowledge of MAC OS will be an advantage
• Assisting with configuring/troubleshooting of Software and Hardware
• Experience working with ServiceNow to log, track, close tickets
• Provide an excellent level of customer service and professional communication

Main responsibilities
• Training the L0 and L1 team on the processes /frequently occurring errors and fixes
• Floor walk and support to L1/1.5 team on incident, Service request queries
• Identify How-to issues in existing tickets and develop KBs for resolution of tickets at Service Desk level. And timely reviews and updates to KEDB’s
• Follow-up with resolver groups on high priority or high ageing tickets
• Ticket re-assignment to PRG's if ticket unresolved by L2 (wherever applicable)
• Prepare Incident/SR MIS as per project requirements.
• Creating a Problem ticket based on the trend of calls / ticket.
• Routing the Problem ticket to the appropriate PRG
• Email/Web Tickets assignment to the team members
• Recording/Updating the Outage / bulletin message in ITSM Tool/ ACD based on the status update received by the PRG
• Training the L1 team on the processes /frequently occurring errors and fixes
• Responsible for driving FCR for in scope tickets
• Check the trending of the reported incidents to ensure that correct problem candidate is marked
• Strong Customer handling skills and handle escalated calls from users.
• Follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents.
• Proactive ITSM queue management.
• Participate / presenting SD performance.
• Reviewing the weekly / monthly dashboards and publish to internal/external stakeholders
• Using the trend analysis to identify the areas of improvement.
• Initiating SIP's / CIP's / Lean / six sigma projects.
• Working with QA team to updating new and existing KB articles
FCR for in scope tickets
• Check the trending of the reported incidents to ensure that correct problem candidate is marked
• Strong Customer handling skills and handle escalated calls from users.
• Follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents.
• Proactive ITSM queue management.
• Participate / presenting SD performance.
• Reviewing the weekly / monthly dashboards and publish to internal/external stakeholders
• Using the trend analysis to identify the areas of improvement.
• Initiating SIP's / CIP's / Lean / six sigma projects.
• Working with QA team to updating new and existing KB articles

更新日 2020/10/14
求人番号 1521022

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