该职位来源于猎聘 Shift Coverage: (Rotational Shifts) Experience: Minimum 1-2 years in IT end-user support, troubleshooting, and SLA-driven service delivery
Role Overview: Provide onsite Level 1 IT Help Desk support to end users, ensuring timely resolution of incidents and service requests in alignment with defined SLAs. This role requires working in a rotational shift pattern to maintain extended daily coverage, including weekends.
Key Responsibilities: Deliver Level 1 technical support, incident triage, access management, and basic troubleshooting for desktops, laptops, mobile devices, and peripherals.
- Support end users through multiple channels: walk-in, phone, email, and ServiceNow ticketing system.
- Provide white-glove VIP support for designated users with higher urgency and professionalism.
- Perform device setup, configuration, and IMAC (Installs, Moves, Adds, Changes) tasks.
- Support Audio/Visual conference rooms and ensure timely assistance for meetings.
- Coordinate with remote support teams for escalations and follow-ups.
- Maintain accurate documentation of tickets, resolutions, and SOP updates.
- Ensure adherence to defined SLA response and resolution times.
- Collaborate with IT teams to enhance self-service, automation, and user experience.
Required Skills & Qualifications:
- Proficiency in troubleshooting Windows & macOS operating systems, Office 365, VPN, and network connectivity issues.
- Familiarity with ITSM tools (ServiceNow preferred) and remote access tools (ProxyPro, Teams, etc.).
- Good customer service skills with the ability to handle VIP interactions professionally.
- Good command of local language (Japanese/Mandarin) and English.
- Relevant Certification in CompTIA A+, ITIL Foundation, or equivalent is preferred.
- Ability to work in a rotational shift schedule covering extended daily operations.
- Fluent in English and mandarin