Service Desk Analyst - Japanese Speaker

Our Company

Getronics is an ICT Services group consisting of the Getronics and Connectis brands. With

an extensive history that extends over 130 years, the Getronics family has 4000+

employees in 22 countries across Europe, Asia Pacific, Latin America, and has a complete

portfolio of integrated ICT services for the large enterprise and public sector markets.

Our services portfolio is designed to build digital experiences that drive real business

outcomes. Our capabilities span across Digital Workplace, Cloud Services, Smart Spaces,

Business Applications, Security C Compliance, Field C On-Site Support, Service Desk and

Network Services.

Getronics is the leading member in the Global Workspace Alliance, a unique model that

provides customers with a consistentIT service throughoutthe world, with one single point

of contact and billing entity, delivering services to 100 countries. The GWA is ranked

number 3 globally according to Ovum's Managed/Maintained End-user Devices with a total of 10M assets

Job Description

Provide firstline technical supportto clients,requiring an aptitude for working with

applications/ systems to undertake analysis, diagnosis, and resolution of client problems.

Follow-up on the progress ofthe incident until closure. Escalate the unresolved incident

to respective unit which may range from very straightforward problems through to more

complicated issues.

Respond to a large volume interaction and efficiently while also providing a high degree of

client satisfaction.

Handled interaction within agreed customer Service Level Agreement (SLA)

Record and classify all customers queries.

Responds to and diagnoses complex incidents in a customer focused environment by

demonstrating strong ability to perform Technical Helpdesk Skills.

Prioritize and resolve issues identified by customers and other teams in a timely manner.

Updates customer on Incident status/resolution in accordance with SLA.

Monitor the IT service process and workflow to ensure SLA's are met.

Provide accurate and creative solutions to service management to improve service

delivery

Liaise with internal and external resolver groups regarding queries by end user on incident

status on daily basis.

Work with IT Services functional teams and other team members to ensure issue

resolution in accordance with Service Level Agreement (SLA).

Monitor interaction channels to ensure all incidents are updated C progressing in the

required timescales

Meet all KPI set by operation management team.

Required language(s): English & Japanese