Japanese Helpdesk
Cebu, Cebu
Posted yesterday
- Company:
- Dempsey Resource Management , Inc.
- Company Description:
- We are an executive search company engaged in sourcing and referral of professionals in various fields. We do assist our client companies in the sourcing of competent and qualified candidates to fill up various job positions in their organization for direct hiring.
- Contract Type:
- Full Time
- Experience Required:
- 1 year
- Education Level:
- Bachelor’s Degree
- Number of vacancies:
- 1
Job Description
-1+ year of experience in IT help desk or system operations.
-Basic IT knowledge (Web systems, networks, operating systems, databases, etc.).
-Experience using Bug Tracking Systems (BTS) and document management systems.
-Japanese language communication skills (customer support, internal collaboration).
-English language communication skills (reading technical documentation, interacting with overseas development teams)
Preferred Skills:
-ITIL Foundation Certification
-Knowledge of SQL
-Programming experience (e.g., scripting languages)
Specific Responsibilities
A. System User Support (Tier 1 Support):
-Receiving system-related inquiries via email, chat, etc., and performing initial triage.
-Recording all inquiries in the Bug Tracking System (BTS) and managing their progress.
-Maintaining detailed records in the BTS including inquiry details, support history, and resolutions.
B.System Failure Analysis and Initial Response:
-Understanding the situation, identifying the cause, and providing initial responses (system restarts, configuration changes, etc.) when system failures occur.
-Identifying the scope of impact during a failure and providing prompt information to users.
C. Collaboration with Development Team:
-Escalating issues requiring program or data modifications to the Tier 2/Tier 3 development team.
- Providing detailed explanations of the situation and necessary information to the development team.
-Verifying and testing modifications from the development team.
D. FAQ and User Guide Creation/Improvement:
-Analyzing inquiries and incident reports to create and improve FAQs and user guides.
-Creating documentation that enables users to resolve issues independently.
E. System Functionality and UX Improvement Proposals:
-Analyzing system usage and user feedback to propose improvements to system functionality and user experience (UX).
-Evaluating the specific content, effects, and feasibility of improvement proposals.
F. Weekly Report Creation:
-Creating weekly reports on inquiry volume, incident status, response status, and improvement proposals.
