Job Description

Key Responsibilities:Professionally Handles IT Service Desk phone calls.Monitor Service Desk Tickets queue, process and Resolve Incidents.Monitor Service Desk Tickets queue, process and Fulfill Service Requests.Provides first-line investigation and diagnose of complex incidents, collect important notes.Prioritize and report potential service outage in a timely manner with necessary details.Escalates the Incidents and Service Requests that they cannot be resolved at GSD level.Track all relevant Incident and Service Request details, prioritize and close tickets.Provide coaching and training to junior employees.Other duties as assigned by leadership as sees fit.Requirements:Diploma in IT or equivalent with 2 years related experience required.Degree in IT or equivalent is preferred.Key Skills Required:Must be fluent at spoken and written communication skills in English and Japanese language skills is a plus.Must be able to establish and maintain effective working relationships with IT staff and internal customers at all organizational levels.Team player, willingness to continuously learn and collaborate with stakeholders, pays good attention to details at work, adaptable to changes, resourceful, self-motivated, results oriented.Prioritize in handling calls and tickets.Understand and adhere to service desk workplace standards and following guidelines.Good at problem solving and proactively look for solutions.Good computer skills including Microsoft Office Suite, Adobe, and ability to operate general office computer devices.Adequate computer skills and ability to navigate the Following Platforms / Applications is desired:Active Directory.Microsoft Office Suite (Outlook, Teams, Excel, etc.).Windows 10 and 11 (Familiarity with Mac OS is a Plus!).Microsoft Edge, Google Chrome.Virtual Private Network (VPN).MobilePASS / TOTP (One-Time Password software authentication solution for various platform\'s access).Experience with using Remote Control Access tools.Adhere to all company rules and requirements (e.g., Presence in Office when Requested, Environmental Health & Safety rules, Pandemic Protocols.) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control.

Edwards Lifesciences