This job has closed.

Jobs via Dice · 2 days ago

IT Service Desk Analyst

United States

Contract

Remote

New Grad, Entry Level

$20/hr - $30/hr

Jobs via Dice is seeking an IT Service Desk Analyst fluent in Japanese to assist with handling issues for their Japan operation and support US-based users. The role involves providing customer service, creating tickets, and resolving issues primarily through first contact resolution.

Computer Software

Responsibilities

Assisting with handling issues/tickets for the Japan operation

Assisting with the normal day to day tickets for US based users

Providing services to internal Hilton employees

Working through incoming calls and emails

Creating tickets through ServiceNow

Resolving most customer related application and service issues during first contact

Interacting with customers, peers, escalation Teams, and Leadership via phone, Instant Messenger, video, and email

Monitoring the progress of Incidents and Problems, and providing timely updates to customers, Hilton Grand Vacations Information Technology personnel, and Hilton Grand Vacations Leadership Team

Performing Best Practices application and systems diagnosis and troubleshooting techniques in order to resolve all service affecting issues

Coordinating and escalating complex issues to the Escalation and Leadership Teams when necessary

Working with peers and management to resolve technical issues

Documenting all communication in the Ticketing System, and updating customers regularly on active tickets

Qualification

ServiceNowActive DirectoryJapaneseTroubleshootCustomer ServiceWindowsRemoteTicketPassword

Required

Fluent in speaking Japanese

Technical School, University, or College education in a Technology Concentration (Experience may be substituted for education)

Understanding with respect to monitoring, managing and maintaining local and remote customer applications and services

Working knowledge of network and systems administration, and recommended troubleshooting techniques

Ability to quickly and efficiently address customer needs by providing solutions to customer issues, or escalating to Escalation Team for prompt resolution

Excellent verbal and written communications skills with ability to build relationships at all levels of the organization

Working understanding of the ITIL framework

Energetic, responsible, self-motivated, and able to work in a Team environment under minimal supervision

Exceptional Customer Service skills

Keen attention to detail

Able to effectively prioritize and perform Service Desk tasks in a fast paced environment

Excellent analytical, organizational and technical skills