【茨城】欧州最大のコンサルティングファームでのSERVICE DESK L1 Support Agent / Engineerの求人
求人ID:1359983
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転職求人情報
職種
SERVICE DESK L1 Support Agent / Engineer
ポジション
担当者〜
おすすめ年齢
20代
30代
40代
50代以上
年収イメージ
応相談(経験・能力を考慮の上当社規定により決定)
仕事内容
Description Overview:
We are seeking bilingual L1 support agents and engineers (mid-junior and senior levels) for our Japan Tsukuba-based service desk. This will be part of a global service model. Our client aims to consolidate a fragmented L1 Service Desk landscape under a single provider. The company intends to deliver a competent and consistent global user experience, establish a single point of contact, and achieve efficiencies through scale and automation.
Job Description:
We are seeking L1 support agents with basic IT skills and strong communication abilities, both verbal and written, at a native level in Japanese and business level in English. Selected agents will be trained to meet client expectations, including environment, processes, and IT and business knowledge, during the mandatory onboarding training.
Responsibilities include handling all user issues and service requests based on provided guidance and within the agreed Service Level Agreements (SLAs). Agents must efficiently and professionally address all contacts in the required languages and provide on-call support for Japan-based customers and end-users.
Our global service model will utilize the company’s chatbot as the first line of interaction for all users, with the company’s L1 agents providing support via hubs in Poland, China, and Japan.
We are seeking bilingual L1 support agents and engineers (mid-junior and senior levels) for our Japan Tsukuba-based service desk. This will be part of a global service model. Our client aims to consolidate a fragmented L1 Service Desk landscape under a single provider. The company intends to deliver a competent and consistent global user experience, establish a single point of contact, and achieve efficiencies through scale and automation.
Job Description:
We are seeking L1 support agents with basic IT skills and strong communication abilities, both verbal and written, at a native level in Japanese and business level in English. Selected agents will be trained to meet client expectations, including environment, processes, and IT and business knowledge, during the mandatory onboarding training.
Responsibilities include handling all user issues and service requests based on provided guidance and within the agreed Service Level Agreements (SLAs). Agents must efficiently and professionally address all contacts in the required languages and provide on-call support for Japan-based customers and end-users.
Our global service model will utilize the company’s chatbot as the first line of interaction for all users, with the company’s L1 agents providing support via hubs in Poland, China, and Japan.
必要スキル
Required skills/ Expected profiles:
Fluent verbal and written Japanese language skills paired with very good communication skills
Experience in handling the relevant Operating Systems and Applications
Experience working as a customer service agent.
Team player with a problem-solving attitude and efficient task management skills
Experience applying appropriate solutions according to the incident management process.
Knowledge Management, incident Management, Service Now tool experiences are plus.
Responsibilities:
Single point of contact for users’ issues and requests
Answer all contacts efficiently in a professional and courteous manner in the requested languages, as applicable.
Resolve requests and incidents or pass to resolving teams.
Record all steps performed to resolve an issues/Tickets.
Track, chase, and control tickets
Call back, troubleshoot, and perform procedural follow ups.
Handle high priority incidents according to procedure.
Identify and work on updating/creating work procedures / shift left opportunities *
Create, modify, and terminate accounts, or perform actions requiring elevated access, across several systems/applications (defined at the job).
Fluent verbal and written Japanese language skills paired with very good communication skills
Experience in handling the relevant Operating Systems and Applications
Experience working as a customer service agent.
Team player with a problem-solving attitude and efficient task management skills
Experience applying appropriate solutions according to the incident management process.
Knowledge Management, incident Management, Service Now tool experiences are plus.
Responsibilities:
Single point of contact for users’ issues and requests
Answer all contacts efficiently in a professional and courteous manner in the requested languages, as applicable.
Resolve requests and incidents or pass to resolving teams.
Record all steps performed to resolve an issues/Tickets.
Track, chase, and control tickets
Call back, troubleshoot, and perform procedural follow ups.
Handle high priority incidents according to procedure.
Identify and work on updating/creating work procedures / shift left opportunities *
Create, modify, and terminate accounts, or perform actions requiring elevated access, across several systems/applications (defined at the job).
就業場所
就業形態
正社員
企業名
欧州最大のコンサルティングファーム
企業概要
世界40カ国以上でおよそ18万人の従業員を擁しコンサルティング、テクノロジー、およびアウトソーシングを提供する世界有数のコンサルティングファーム(1967年設立)の日本法人として2012年に設立され、最高レベルの技術と豊富な専門知識を兼ね備えた幅広い統合サービスを提供いたします。日本のチームは、現在以下の業種で一連の主要なサービスを中心に、お客様の業績と競争力を強化する改革を支援しています。
企業PR
当社はグローバルでは18万人という巨大なリソース・ケイパビリティを持ってはいるものの、日本においては再進出したばかりという欧州系(仏)コンサルファームです。
海外で巨大な組織を持つコンサル企業が日本に進出すると言うことはここ10年の間で、弊社以外一度も無いくらい稀れであり、アントレプレナーシップを持つ方には魅力的な機会です。
海外で巨大な組織を持つコンサル企業が日本に進出すると言うことはここ10年の間で、弊社以外一度も無いくらい稀れであり、アントレプレナーシップを持つ方には魅力的な機会です。
業務カテゴリ
組織カテゴリ
備考
PCサポート・ヘルプデスクの求人情報
コンサルティングファームの求人情報
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- 【横浜】国内大手シンクタンクでのアプリケーションエンジニア<AIや機械学習、データ利活用によるソリューションの提案から開発まで>(流通)/~800万円/神奈川県
- 独立系コンサルティング会社でのM&Aコンサルタント(マネージャー)/~1200万円/東京都
コンサルティングの求人情報
転職体験記
- 初めての転職、大手銀行から大手監査法人へ(20代/女性/私立大学卒)
- 外資系大手生命保険会社で再びシステム開発の業務へ(30代/女性/私立大学卒)
- チャレンジできる環境を求めて、インターネットメディアと人材ビジネスを手掛ける企業へ(20代/男性/私立大学院卒)
- 研究開発の経験を活かして、損害保険会社へ(40代/男性/公立大学卒)
- これまでのスキルを活かして、ホワイト企業認定取得の上場ソフトウェアテスト企業へ(40代/男性/専門学校卒)
- 希望を叶え満足の内定、大手運用会社でのシステムエンジニアへ(20代/男性/国立大学院卒)
- ITマネージャーの経験を活かして、外資系総合商社へ(40代/男性/私立大学院卒)
- システム担当としての経験を活かしつつ希望の勤務地へ、独立系投信投資顧問へ(40代/男性/私立大学卒)
- 希望を叶えて、日系大手証券会社へ(30代/男性/私立大学院卒)
- ITコンサルタントとしての経験を活かして、外資系大手試験・認証機関へ(40代/男性/海外大学卒)