Help Desk Support - Japanese and English Proficiency
Cebu IT Park, Cebu
Posted 5 days ago
- Company:
- Dempsey Resource Management Inc
- Company Description:
- DEMPSEY, INC. – Your Recruitment Partner for Client Companies We are a human resources firm specializing in the sourcing and referral of college graduates and professionals. Our role is to assist client companies in finding competent and qualified candidates to fill various job positions within their organizations. We focus on roles intended for direct hiring by our clients. We provide candidates for positions across all levels, including entry-level, supervisory, managerial, and executive roles, for direct hiring by our clients. OUR MISSION We aim to be a key platform for both private companies and professionals by: Aligning their needs with the right talent Creating opportunities for meaningful, productive, and long-term employment HOW WE SUPPORT CLIENT COMPANIES We offer alternative, back-office manpower sourcing and recruitment services to help fill various positions within their organizations. HOW WE SUPPORT APPLICANTS DEMPSEY is dedicated to matching candidates with the right job and the right company. We never charge a fee to candidates, regardless of whether they are successfully hired. Applicants' resumes are automatically included in our active database. If we find that your qualifications and experience meet a client's needs, we will endorse you to the client. OUR SERVICES DEMPSEY is committed to helping clients find suitable candidates for their staffing needs through: Fast deployment of pre-qualified applicants A wider pool of candidates to choose from High-quality applicants Cost-effective recruitment processes OUR AREAS OF EXPERTISE Finance, Accounting, HR, and Administration personnel Sales, Marketing, and Promotion personnel Engineering, Technical, and Highly-Skilled personnel IT, Web, and Programming personnel Behavioral Science personnel Creative & Liberal Arts personnel
- Contract Type:
- Full Time
- Experience Required:
- 1 year
- Education Level:
- Bachelor’s Degree
- Number of vacancies:
- 1
Job Description
improvements from customers and all employees who utilize our core and business systems. We are seeking individuals
who can contribute to improved system user satisfaction and ensure stable system operation.
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.
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.
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.
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.
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.
Weekly Report Creation:
Creating weekly reports on inquiry volume, incident status, response status, and improvement proposals.
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)
ITIL Foundation Certification
Job Description
Specific Responsibilities
Qualifications
Preferred Skills
1/2
Knowledge of SQL
Programming experience (e.g., scripting languages)
Strong problem-solving skills and ability to think and act independently.
Excellent communication skills and a focus on teamwork.
Strong desire to learn and proactively acquire new technologies and knowledge.
Responsible and able to complete tasks thoroughly.
Customer-focused and able to provide courteous support.
