Japanese Bilingual Service Desk Agent
Cebu City, Cebu, Philippines
4d ago

Role Purpose

To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents,

problems and requests. Provision of 1st line support for incidents.

Key Accountabilities

  • Technical Capability. Works under supervision, supporting standard technical queries related to a single product / small set
  • of products (e.g. Microsoft products, operating system, basic networking, PCs).

  • Business Awareness. Develops an understanding of customer’s environment and service delivery requirements to
  • enable the delivery of a first class service.

  • Process. Documents actions taken in resolving routine customer enquiries ensuring established processes / systems are
  • followed.

  • Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions
  • to resolve typically known problems within required timescales. Knows when problems are beyond them’ and

    escalates so they can be resolved.

  • Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation /
  • SLAs. Monitors performance through statistical reporting and analysis.

  • Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
  • Personal Development Takes ownership of own development and has a development plan in place.
  • Key Performance Indicators

  • Feedback from customers, colleagues and team managers.
  • Technical assessments if applicable
  • Evidence of sharing and re-use of knowledge.
  • Correct management of processes followed to deliver the service.
  • Percentage of customer problems resolved within required timescales.
  • Meeting service level requirements.
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