able to work in shifts between 8am - 8 pm JST, communte to Yokohama office

First point of contact for all end users reaching service desk
Responsible for achieving first call resolution based on SOPs/knowledge base
Effective communication skills to resolve issues and at the same time maintain record of troubleshooting in Service Now
Actively pursue resolution of issues and maintain customer satisfaction
Active collaboration with cross functional teams to resolve unique issues and share inputs to enhance knowledge base, which could be further used to update Trainings
Acquire knowledge on the processes which are specific to SD
Participate in all processes defined in scope of this contract: Incident, Problem, Knowledge Management and others described in Trainings
Service Desk Agents to undergo training program and clear certification
Must have prior experience of minimun 1 year in Service Desk environment

TIS Service Desk