Service Desk Operator

Job Description Provide excellent customer service by responding promptly to inquiries, resolving issues efficiently, and maintaining a positive attitude. Diagnose and resolve technical issues related to hardware, software, and network connectivity. (Level 1 support) Incident management in logging, tracking and escalating incidents in ticketing system, ensuring timely resolution and follow-up Identify and escalate complex issues that were not able to resolve at level 1, to next level support team when necessary Contribute and maintain a knowledge base of frequently asked questions and solutions. Vendor coordination for customer onsite support when necessary Adhere to data center routine and security procedures Working in a rotating shift schedule to ensure 24x7 coverage Requirement Customer service orientation and interpersonal skills Excellent verbal and written communication skills Knowledge of IT infrastructure and networking concepts Good technical aptitude and problem-solving skill Ability to work independently and as part of a team Added Advantage ITIL 4 certification CCNA certification Experience with Cyber Security Experience with service desk ticketing systems or monitoring tools. Experience with cloud technologies Knowledge of Japanese language to communicate & support business operations in the Japan market.