Who is our client?
The leadingJapanese information and communication technology (ICT) company, offering afull range of technology products, solutions and services.
About the job
Multilingualteam members, fluent in different languages, to support the users who contactour service desk. Candidates have to be passionate about technology andinnovation, customer oriented, with the ability to multi-task and with greatorganizational, communication and interpersonal skills.
TechnicalCapability. Works under supervision, supporting standard technical queriesrelated to a single product / small set of products (e.
g. Microsoft products,operating system, basic networking, PCs).
BusinessAwareness. Develops an understanding of customer’s environment and servicedelivery requirements to enable the delivery of a first class service.
Process.Documents actions taken in resolving routine customer enquiries ensuringestablished processes / systems are followed.
ProblemSolving. Takes ownership for listening to and understanding basic customerproblems asking relevant questions to resolve typically known problems withinrequired timescales.
Knows when problems are beyond them’ and escalates sothey can be resolved.
ServiceLevel. Escalates issues as necessary to deliver required service level and meetor exceed customer expectation / SLAs.
Monitors performance through statisticalreporting and analysis.
TeamWorking. Acts as a team player and is viewed by colleagues as a helpful andeffective member of the team.
PersonalDevelopment Takes ownership of own development and has a development plan inplace.