Service Desk Lead

Saitama Permanent ¥6,000,000 - ¥8,000,000 Foreign Multinational
  • Lead a highly skilled team.
  • Do work that matters on a global level.

About Our Client

With over 180,000 employees, this multinational company stands as a leader in IT, business processing and consulting. Our client ensures that its stakeholders seamlessly adapted to emerging technologies through applications ranging from data analytics to hyper-automation. In addition to dominance in computing, the organization's stature as a corporate citizen is second to none. The company is internationally recognized for its extensive portfolio of services, an assertive corporate social responsibility agenda; and a workforce dedicated to business growth and innovations in developing and delivering sustainable tech solutions.

Job Description

The Service Desk Lead will:

  • Monitor open tickets for service level breaches
  • Identify potentially major problems
  • Use established procedures, guidelines, and standards
  • Respond to changing business needs by recommending new ways to handle new issues
  • Monitor the direction of appropriate incident tracking processes to be followed by team
  • Report incidents and SRs with reports being generated from various tools available within the infrastructure
  • Conduct leave and resource management for each queue
  • Handle escalated calls
  • Implement SIP and CIP
  • Conduct quality audits, coaches, and mentors the team members
  • Prepare Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls
  • Attend the monthly quality meeting and BMC Remedy Resolver Group Team Leads

The Successful Applicant

The successful candidate will:

  • Be a team player
  • Have 5-15 years as Service Desk Lead
  • Proficient in both English and Japanese languages
  • Be a resident of Japan

What's on Offer

  • A competitive salary of up to JPY 8M/Yr
  • Elevate your skill set at a leading global company
  • Work in an ego-free environment where teamwork is encouraged and valued
Tsitsi Watambwa
Quote job ref
Phone number
+813 6832 8920

Job summary

Job Type
Consultant name
Tsitsi Watambwa
Consultant phone
+813 6832 8920
Job Reference
Company Type