Job Description

Each process has roles and responsibilities associated to design, develop, execute and manage. A role within a process can be defined as a set of responsibilities. In an organization, one person can take on multiple roles as per the requirements specific to the organization. This person may choose to delegate these responsibilities to those lower in the hierarchy. The process accountability remains with the process owner. This section lists related roles, responsibilities, skills, capabilities and experience within this process. A service desk analyst is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. Responsibilities

• Provide first level technical support to the client end users for technology related issues.
• Ensure proper documentation for each interaction and escalate when necessary.
• Resolve all issues using standard practices, procedures and company approved troubleshooting tools and workflow processes.
• Escalate issues to appropriate parties as necessary.
• Recommend updates and enhancements based on daily interaction with customers and their needs.
• Perform other duties as required or assigned.
• Interact with technical support groups as needed to resolve complex issues and problems.
• Provide feedback regarding analyst performance to be included in reviews, etc.

• 1 year help desk support experience in a Microsoft environment that includes Windows, Outlook, Notes and other applications using an incident tracking application
• Relevant industry certifications are a plus (i.e. MCSE, A+, HDA*, etc.)
• Must have JLPT N2 and above or BJT J3 and above
• Good communication skills in English
• Able to work on Rotational shift (includin9g public holidays)