Japanese or Korean or Thai Speaking SD

Job Description

For Japanese Bilingual Post Must have:

N1 - N2 Language proficiency language certificate

IT Service Desk 6mos - 1 year

Job Description:

Be responsible for primary user support and customer service

Respond to queries from all calls, portal, emails, chats from the client

Become familiar with each client and their respective applications/ processes

Learn fundamental operations of commonly-used software, hardware and other equipment

Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software

Ensure that the scorecard is maintained as per SoW with respectto TAT, SLA & hits

Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework

Regular MIS & resolution log management on queries raised

Record events and problems and their resolution in logs

Follow-up and update customer status and information

Pass on any feedback, suggestions, escalations by customers to the appropriate internal team

Identify and suggest improvements on processes, procedures etc.

Functional Competencies/ Skill

Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control and reduction of risk – Competent to Expert

Domain Knowledge – Knowledge of process/ domain managed– Competent to Expert