Global Helpdesk Support(Japanese)

Position Overview:

The Global Helpdesk Support Team Member is responsible for providing support at Level 1 initially,

with the potential to scale up to Level 2/3 support in the long run. This role primarily focuses on

providing assistance for a cloud-based platform and various business and operations applications

hosted on this platform. The individual will engage in communication with regional stakeholders, end customers, ticket entry, resolution, escalation, change release management support, new application rollout, customer onboarding, SLA/OLA tracking, continuous improvements, automation,documentation, training, and other related activities. This helpdesk caters to multiple technologyapplications utilized by customers globally, including infrastructure support, and operates on a 24x7 basis.

Key Responsibilities:

1. Provide Level 1 support initially, with the potential to progress to Level 2/3 support.

2. Communicate effectively with regional stakeholders and end customers to address

their queries and concerns.

3. Manage ticket entry, resolution, and escalation processes to ensure timely and

efficient support delivery.

4. Support change release management activities, including new application rollout and

customer onboarding processes.

5. Monitor and track SLAs/OLAs to ensure compliance and timely resolution of issues.

6. Identify opportunities for continuous improvement in support processes and systems.

7. Implement automation solutions to enhance efficiency and streamline repetitive tasks.

8. Maintain accurate documentation related to support processes, procedures, and

troubleshooting steps.

9. Provide training and support to team members and end users as needed.

10. Collaborate with internal teams and stakeholders to address complex technical issues

and drive resolutions.

Qualifications and Skills:

1. Preferred: Good Reading/Writing/speaking Japanese skills (N2/N3 level certified) or

NAT N3.

2. Preferred: Educational qualification: B.E / B.Tech / MCA / BCA / Any graduate

3. Preferred: Prior experience in a helpdesk or infrastructure technical support/service

desk role with relevant 1 to 2 years of experience.

4. Preferred : 2 to 4yrs of total experience.

5. Added advantage : ITIL foundation certified

6. Knowledge of cloud-based platforms and business applications is advantageous.

7. Strong communication skills with the ability to interact effectively with diverse

stakeholders.

8. Familiarity with ticketing systems and incident management processes.

9. Ability to adapt to a fast-paced, 24x7 working environment.

10. Problem-solving skills with a focus on delivering customer-centric solutions.

11. Proficiency in documentation and training materials development.

12. Willingness to learn and adapt to new technologies and processes.