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JAPANESE Service Desk Analyst

Keywords / Skills : Technical Support, Technical Helpdesk, Service Desk, IT Helpdesk, Helpdesk Executive, Helpdesk Coordinator, Customer Support, Customer Service

0 - 1 years
Posted: 2018-09-21

Job Description
Position Description:

* Receives chats, calls or emails for various clients and other support group, create Incident tickets or Service Request tickets logging all pertinent information

* Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests providing initial support and target a higher level of first contact resolution

* Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups

* Perform hierarchal escalation to Service Desk and Incident Management

* Provides communication to clients concerning the status of Incidents, Service Requests and Changes

* Compiles data through Incident entry that will be used for management of information and reporting

* Maintains ownership of Incident and Service Requests ensuring status update and resolution according to defined SLAs

  • Communication (Oral/Written) 
  • Diagnostics & Resolution 
  • Japanese 
  • Microsoft Office365

About Company

Founded in 1976, CGI is a global IT and business process services provider delivering high-quality business consulting, systems integration and managed services. With 68,000 professionals in 40 countries. CGI has an industry-leading track record of delivering 95% of its projects on-time and on-budget, aligning our teams with client's business strategies to achieve top to bottom line results.

CGI first established its Philippines delivery center in 2007, which has grown to more than 1,000 employees in Taguig and Quezon City. Our Philippines operations provided blended delivery capabilities for Business Process Services (BPS) and IT services.

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