Job Summary

The Sr Analyst in Support & Operations plays a crucial role in delivering high-quality Level 1 remote desktop support. This position requires proficiency in both Japanese and English to effectively troubleshoot and resolve technical issues while ensuring adherence to service level agreements (SLAs) and maintaining customer satisfaction.

Key Responsibilities

1. Provide Level 1 Remote Desktop Support By Diagnosing And Resolving Hardware, Software, And Network Issues Through Telephone, Email, And Chat, Ensuring Compliance With Sla Requirements.
2. Adhere To Quality Standards In Voice, Accent, And Technical Monitoring, Along With Regulatory Requirements And Company Policies, To Maintain Service Excellence.
3. Enhance Customer Experience By Achieving First Call Resolution And Minimizing Average Handling Time (Aht), While Effectively Managing Rejected Resolutions And Reopened Cases.
4. Maintain High Availability And Efficiency In Support Operations, Ensuring Optimal Login Times For Customer Interactions.
5. Update Work Logs Accurately And Follow The Escalation Process To Route Complex Problems To Appropriate Second And Third-Level It Support Specialists As Needed.
6. Participate In Value-Added Activities Such As Updating The Knowledge Base And Engaging In Self-Development Initiatives To Enhance Technical Skills.

Skill Requirements

1. Strong Proficiency In Japanese And English, With Excellent Communication Skills.
2. Fundamental Knowledge Of Windows Operating Systems And Remote Desktop Support Tools.
3. Basic Understanding Of Troubleshooting Hardware, Software, And Network Issues.
4. Familiarity With Customer Service Principles And Practices.

Other Requirements

1. Optional Certifications In Itil Foundation Or Comptia A+ Are Valuable For This Role