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Updated 2020-06-18
Activated 2020-06-11

Web Interview【Bilingual SD Analyst】

  • ★★ Staff Level
Company Name
Employer

Wipro Japan K.K.

Job Type
Wipro Japan K.K.
IT (Other) - In-house System Operator
IT (Other) - IT Help Desk
Industry IT Consulting
Location Asia Japan Kanagawa

Job Description 1. IT experience – 1-5 years
2. Experience with basic concept should be there for below technologies: (Great if candidate has practitioner/ expert level of anyone of them, but it’s not mandatory, should have basic concept for followings )
• Microsoft Office
• Software installation
• Remote troubleshooting
• SCCM
• Exchange
• AD
• Network
• Mobile device
• Win10
• Citrix
3. Open, log, prioritize, assign, close tickets logged in the IT Service Desk
4. Query the User for all relevant information concerning the call made or issue reported by the user
5. Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
6. Re-route misdirected Calls
7. Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures
8. Provide status updates on Tickets to users
9. Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to the their satisfaction
10. Make recommendations for updates to the KB database
11. Installs, configures, and troubleshoots personal computer
12. Coordinates with Service desk staff in support of the end user hardware and software issues.
13. Installs and configures software components
14. Troubleshoots network printers
15. Coordinates with L2/L3 teams for resolution
16. PC troubleshooting - Remote support
17. Ticket translation for offshore escalation
18. L1 SD agent support in case of urgency
19. Able to interact and communicate with diverse groups with varying levels of technical knowledge
20. Language skills:-
 TOEIC L&R score of 700 & above for Japanese nationals – Good command over English
 JLPT N1 for other nationals (if candidate is living in Japan for more than 10 years with JLPT level 2, N1 is not mandatory)
21. Flexible with work shifts – SD functions 24/7 window
22. Able to make sound decisions and work with minimal supervision
23. Excellent interpersonal skills to foster cooperation among users, support teams and peers
Company Info Wipro has been a leading provider of IT consulting, system integration and outsourcing solutions in Japan, having started operations in 1998.

Japan is part of Wipro’s Growth Markets portfolio and our success here has been a result of our sharp focus on select industry sectors, strong track record of successful execution and the ability to deliver integrated solutions across various technologies, skill sets and domains.

【Measures against passive smoking】
No smoking indoors allowed
Designated smoking area
Working Hours 9:00 - 18:00
Job
Requirements
1. IT experience – 1-5 years
2. Experience with basic concept should be there for below technologies: (Great if candidate has practitioner/ expert level of anyone of them, but it’s not mandatory, should have basic concept for followings )
• Microsoft Office
• Software installation
• Remote troubleshooting
• SCCM
• Exchange
• AD
• Network
• Mobile device
• Win10
• Citrix
3. Open, log, prioritize, assign, close tickets logged in the IT Service Desk
4. Query the User for all relevant information concerning the call made or issue reported by the user
5. Attempt to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
6. Re-route misdirected Calls
7. Escalate tickets not resolvable by SD, in accordance with client’s escalation procedures
8. Provide status updates on Tickets to users
9. Reopen Ticket / Create new ticket for follow up if the user indicates that the inquiry was not resolved to the their satisfaction
10. Make recommendations for updates to the KB database
11. Installs, configures, and troubleshoots personal computer
12. Coordinates with Service desk staff in support of the end user hardware and software issues.
13. Installs and configures software components
14. Troubleshoots network printers
15. Coordinates with L2/L3 teams for resolution
16. PC troubleshooting - Remote support
17. Ticket translation for offshore escalation
18. L1 SD agent support in case of urgency
19. Able to interact and communicate with diverse groups with varying levels of technical knowledge
20. Language skills:-
 TOEIC L&R score of 700 & above for Japanese nationals – Good command over English
 JLPT N1 for other nationals (if candidate is living in Japan for more than 10 years with JLPT level 2, N1 is not mandatory)
21. Flexible with work shifts – SD functions 24/7 window
22. Able to make sound decisions and work with minimal supervision
23. Excellent interpersonal skills to foster cooperation among users, support teams and peers
English Level Daily Conversation Level (TOEIC 475-730)
Japanese Level Business Level(JLPT Level 2 or N2)
Salary Depends on experience   
Other Salary
Description
Social Insurance
Commuting/Transportation Allowance
Holidays Five-Day Workweek
Paid Holidays
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