Japanese Speaking Service Desk Specialist

Japanese Speaking Service Desk Specialist

Working within a busy Service Desk, the Service Desk Specialist is responsible for calls handling, 1st Level Diagnosis and Support, following and driving the progress from the case opening to its closure. Answer all incoming calls (within 5 rings) or external/internal customer emails reporting a support issue or service request and determine the callers needs. Log calls in the system with all needed information, details, categorizations, and priorities.

Assist customers with the first incident qualification process by collecting necessary logs that will be used by the Technical Team to determine an action plan. The logs collection tool is to be used to facilitate the task. Provide 1st Level Diagnosis and Support and try to close the call at Service Desk Level.

Route unresolved calls to the appropriate local partner or L2 technical team within timelines for diagnosis purpose and action, detailing the case in the internal tool. Escalate cases appropriately to L3/Expert/Partner for further analysis & support. Communicate with users - keeping them informed of incident progress, notifying them of impending changes or delays.

Answer all requests for action made by Service Desk. Coordinate both emergency and non-emergency responses to calls for service and manage those responses through the ticketing tool. Contact customers to confirm scheduled appointments and verify feedback when outages are reported fixed.

Coordinate spare parts dispatch with local partner/customer/logistic center. Ensure constant up-to-date reporting about the status of all calls through the relevant tools internally and to the customer. Manage local buffer stock refill process with the logistic team.

Assist customer service with escalated requests in a timely manner. Record and remove from specific tool parts used by technicians/local partner. Follow up on all pending and recommended work with customers using the pending work dashboard (Online Tool).

Assist field personnel with completing scheduled appointments within designated time frames and ensure that management is kept informed of potential problems. Seniority level

Associate Employment type

Full-time Job function

Customer Service, Information Technology, and Other Industries

IT Services and IT Consulting

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Information :

• Company : Mindpec Solutions
• Position : Japanese Speaking Service Desk Specialist
• Location : Kuala Lumpur, Kuala Lumpur
• Country : MY